Due Date For SR Milestones Is Not Populating As Per Calendar
(Doc ID 2820978.1)
Last updated on MARCH 29, 2024
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.21.07.0 and laterInformation 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
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In this Document
| Symptoms |
| Cause |
| Solution |