How is the field "Initial Review completed" in a ticket filled in SAP Standard? (Service Cloud)

[DAcker]

Hi all,

how is the field "initial review completed" gonna be filled in the SAP Standard inside a service ticket?

I tested the Service Level and I understand how I can put in there milestones and reaction levels. The service level can be maintained in a contract and the ticket is created in reference to the contract.

So I get a time stamp for the "Initial Review Due", but if I am in edit mode in the ticket the field "initial review completed" is grayed out....

Thanks for explaining how this field can be maintained in standard.

Best regards

Deborah

[DAcker]

I tried to fill the field via Workflow, but it does not work. I dont have the option to make a field update for this field in the workflow...

[Jelle]

In the standard configuration, the 'initial review completed' is finished when the ticket changes status from 'open' to 'in process'. So setting the ticket status from Open to In process should fill the 'initial review completed' date.

[nish_murthy · Accepted solution]

Hi deborah.albrecht2

The Initial Review Completed field gets set for a service ticket, when the status of the ticket is changed, from an "Open" lifecycle status to another status, which could be:

• In Process.
• Completed.
• Closed.

For cases where the ticket is created and, due to any kind of determination or logic the ticket is created in the "Closed" or "Completed" status, the field will not be determined.

The field cannot be entered manually or via workflow. It is a dependent field whose value depends on the status change of the Ticket as explained above.

Hope this answers your query.

Kind Regards,

Nishanth

[DAcker · Accepted solution]

Thanks, yes that answers my question! 🙂