Due date for Service Request : ERMS
We are creating a service request whenever a new incoming email is coming to us via SAPConnect for a particular recipient ( for ex : firstname.lastname@example.org )
So whenever a customer sends an email to email@example.com , ERMS is triggering the rule policy and the respective action 'Send Auto Acknowledgement' is getting triggered. Now in that action we have given the 'Create Service request' as true.
That's how we are creating a SR. Now if we go to our Agent Inbox and see this SR, we can see the due date as 31.12.9999 23:59:59.
This means due date is not getting determined for the SR.
Can anyone help in this? as to how to influence the due dates for Service Request via ERMS?