Symptom
Ticket does not honour the conditions maintained in the Service Level Agreement.
Environment
SAP Cloud for Customer
Reproducing the Issue
-
Go to the Service work center.
- Go to the Tickets view.
- Select the New button.
- Fill in all mandatory fields.
- Select the Save button.
- 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