Correct re-determination of ToDo By date in SAP CRM Service Requests

Hi All,

My customer has a requirement to update the ToDo By date in SAP CRM Service Requests similar to service tickets in Solution Manager.

Example

• Service profile: Monday – Friday, 9:00 – 17:00hr
• Response profile: 6 hours

• Service request creation date: 1 September 15:00hr
• Initial ToDo By date: 2 September 13:00hr

• Status set to 'Customer Action': 1 September 16:00hr
• Status set to 'In Process' again: 2 September 10:00hr
• System calculated customer processing time: 18 hours (expected: 2)

Issue: System updates ToDo By date to 4 September 15:00hr instead of 2 September 15:00hr.

Any idea how to solve this issue without enhancements?

Note that the customizing activity “Status attributes for SLA procedure” does exist in Solution Manager, but not in SAP CRM.

Thanks and regards,

Kai Reese