My Oracle Support Banner

Due Date For SR Milestones Is Not Populating As Per Calendar (Doc ID 2820978.1)

Last updated on JUNE 20, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.21.07.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.21.07.0 version, Service Request

Due Date for SR Milestones is not populating as per Calendar for the Resolution Metric.



When turn around time crosses today’s work timings, ideally, it should consider remaining time for next day, but, it is not calculating as per working hours and additionally, random extra time is getting added to due date.

Availability Calendar Settings:
Work Timings: 9 AM to 5 PM
Working Days: Monday to Friday
Time Zone: India(UTC+05.30)

User Preference: India(UTC+05.30)

Checked below scenarios
1. Resolution Metric – 2 hrs, SR Created – 27/10/2021 1.00 PM --> Due Date – 27/10/2021 3.00 PM – Working
2. Resolution Metric – 6 hrs, SR Created – 27/10/2021 2.00 PM --> Due Date - 27/10/2021 3.00 AM – Not working as expected

In scenario2, Ideally, Due Date should be 28/10/2021 12.00PM which is not showing as expected and additionally, extra time is being added to it.
As per Oracle Docs, it is mentioned that, "To determine the due date and time for a milestone, time outside the specified intervals is skipped."
https://docs.oracle.com/en/cloud/saas/b2b-service/21d/faiec/service-entitlements.html#FAIEC3448036

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Cause
Solution


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.