SAP Knowledge Base Article - Public

2586200 - Tickets Do Not Honour Conditions Maintained In The Service Level Agreement

Symptom

Ticket does not honour the conditions maintained in the Service Level Agreement.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select the New button.
  4. Fill in all mandatory fields.
  5. Select the Save button.
  6. The set Completion Due date is not calculated correctly.

Cause

Tickets were created before the Service Level Agreement was maintained.

Resolution

All existing documents in the system are not included in the SLA calculation, only new tickets created after the SLA conditions are included.

See Also

Solution Guide for SAP Service Cloud: Set Up Service Level Agreements for Tickets

Keywords

service level agreement, sla, sla calculation, service levels, new, ticket, service request, due date, completion due, reference date, conditions, determination , KBA , tickets id , new , service level agreement , sla calculation , completion due , LOD-CRM-SRP , Service Request Processing , LOD-LE-CSM-SVL , Service Level Objective , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions