SAP Knowledge Base Article - Public

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

Reproducing the Issue

  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 terms ,say, if this is maintained in terms of :

  1. Days - The Day based SLA calculation does only moves the date (SLA adherent ticket) by shifting the date and not changing the reported time point according to operating hours
  2. Time(hours/minutes) - Here calculations are done based on the operating hours and changes the time point according to operating hours of the immediate working days


This is the expected system behaviour. Please do maintain the Due Date of Completion in the same terms to avoid seeing different SLA calculations.


KBA , sla ticket , SRD-CC-FED , Feeds , How To


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