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Inconsistent behavior with Completion Date and Resolved On date.

Jan 04 at 02:55 PM

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Copying my question posted on the below thread:

https://blogs.sap.com/2017/07/25/what-is-new-1708-sap-hybris-cloud-for-customer-sla-enhancements/comment-page-1/#comment-404896

Nurul Hafiza Mohd Jani Former Member Preethi Bukke Sandeep Hebbar

I just noticed that the field Resolved On can be manually set by users. At the same time it also reflects the Completion Date value as and when there is a change to that field.

Here is what I see,

New ticket created: Completion Date and Resolved On not set.

Ticket changed to Completed status: Completion Date as well as Resolved On set to current timestamp.

Ticket changed back to In Process: Completion Date remains the same, Resolved On reset to blank.

Ticket Changed to Employee Action: Completion Date again changes to current time stamp. Resolved On remains blank.

All along the resolution Date field can be manually changed by the user.

My understanding as per the discussion on this thread so far was that

Completed Date: Actual Time when ticket’s status changed to Completed

Resolved On: Actual time when ticket’s status changed to Closed

However the system does not seem to be conforming to that. Please check and let me know if I am missing something here.

Thank you.

Suraj

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