2487488 - SLA Calculation Varies with the Maintained Completion Due Date Values

SLA Calculation varies with the terms maintained in the Due Date of Completion field under Service Level Determination

SAP Cloud for Customer

1. Go to Service Work Center 
2. Then to Tickets View
3. Open a ticket ABC (where ABC is the ticket ID)
4. SLA determination is not following the rules maintained under Service Level for Tickets

This happens when the Due Date Completion is maintained in different units (Days or Hours) under the Details for Milestone:

If it is maintained in Days:

• The Day based SLA calculation only moves the date (SLA adherent ticket) by shifting the date and not changing the reported time point according to Operating Hours
• If the Milestone is set as '1 Day(s)', the Completion Due will be set to exactly 1 Day after (regardless of how many hours are maintained in Operating Hours)

If it is maintained in Hours/Minutes:

• Here calculations are done based on the Operating Hours and changes the time stamp according to the operating hours of the immediate working days. If the Time Range under the Operating Hours is maintained for a total of 9 hours and the Reaction Time for the Milestone is set as 24 hours, the system will add up the 9 hours of each day maintained in the Operating Hours, until a result of 24 hours is reached.
• As an example, If a Ticket is created with 2 hours of my shift remaining (Configured in Time Range) and the Completion Due is set for 24 hours, the system will calculate the SLA respecting the amount of hours set it the Time Range.
• 2 hours remaining from today + 9 hours from tomorrow + 9 Hours from the next day + 4 hour = 24 hours... and the calculation would result in a Completion Due set for more than 2 days ahead.

This is the expected system behaviour. Please do take the Unit into consideration when setting the Due Date of Completion in the to avoid seeing different SLA calculations.

Operating Hours, Completion Due, SLA, Service Level, Time Range, Initial Review Due , KBA , sla ticket , LOD-LE-CSM-SVL , Service Level Objective , How To