SAP Knowledge Base Article - Public

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


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


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.


Tickets were created before the Service Level Agreement was maintained.


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


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