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Freeze the Completion Date in C4C in Ticket Workcenter

alfanragh
Explorer
0 Kudos

We need to freeze the completion date once the technician changes the ticket status to complete, because if the ticket re-opened the completion date updated. In SAP C4C.

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Answers (2)

Answers (2)

alfanragh
Explorer
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And how to stop that, once the status is completed and completion date has been set then should be freeze at this time so if it's re-opened again this date will not change.

AnkushPashine
Advisor
Advisor
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Whenever you re-open again, in standard status is 'In Process' and Action is 'Processor Action'. So as explain above, with generic scenario as:-

  • Customer comes back and status is set back to ''In Process'' - mapped to Processor Action.
  • Agent responds to customer and sets status to ''Completed'' - mapped to Requester Action.
  • Completion Date get set to the new date .
AnkushPashine
Advisor
Advisor
0 Kudos

Hello Raghad,

Please refer below explanation - "How Completion Date in Ticket is determine " :-

The Completion Date is set whenever the Ticket is changed from a Status mapped with the Assignment Status "Processor Action" to a status mapped with Assignment Status ''Requester Action''.

Example:

  • Agents sends a reply to the customer and sets status to ''Waiting for Customer'' - mapped to Requester Action.
  • Completion Date is set accordingly.
  • Customer comes back and status is set back to ''In Process'' - mapped to Processor Action.
  • Agent responds to customer and sets status to ''Completed'' - mapped to Requester Action.
  • Completion Date is set to the new date.

Note :Changing the status from a Requester Action status to another Requester Action status does not re-determine the Completion Date. The date is only maintained again when changing status to a Requester Action assignment status.

Hope this answer your question, if Yes - do set the post as 'answered'.

Best Regards,

Ankush Pashine.