Solution : https://service.sap.com/sap/support/notes/485574 (SAP Service marketplace login required)
Key words :
path 'customer relationship management' -> 'basic functions' -> 'actions' -> 'change actions, action profile 'sla monitoring deadlines', prerequisites import support package 08, choose 'change action template', service level agreement dates, 'completion deadline missed', 'startcondition' tab page, date profile assigned, reaction deadline missed', completion date reason
Related Notes :
| 1023598 | SAP Solution Manager Service Desk for service providers |