SAP Knowledge Base Article - Public

2643023 - Determine Service Levels Rules Not Working


You have setup rules to Determine Service Levels on the system, however, even when all the criteria has been met, the system does not assign the Service Level to the Ticket.


SAP Hybris Cloud for Customer

Reproducing the Issue

For demonstration purposes, let's suppose that you have Determine Service Level rules set to assign the Service Level 123 (123 represents the Service Level ID) to Tickets with Service Category equal to ABC (ABC represents the Service Category ID).

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click on New.
  4. Fill in the mandatory data.
  5. Set the Service Category to ABC.
  6. Click on Save and Open.
  7. The Service Level 123 has not been assigned.


One possible cause is the incorrect use of the asterisk (*) on the Determine Service Levels setup. The asterisk is shown on the rules table to show that no specific value has been selected for that specific column, however, you should not add it to the column.


  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Open the Determine Service Levels under the SLA Setup section.
  4. Make sure that all columns with asterisk are actually clear.
  5. To do so, you click on the asterisk to open the input pop-up and click on Clear.
  6. Save and activate the rules.

It is important to make sure that the fields are actually cleared, as the system understands the asterisk as value and searches for it.

See Also

The same behavior is also noticed on other rules of the same type, including Ticket Routing Rules.


Ticket ; C4C ; BRF+ ; Service Level ; Determine Service Levels ; Service Levels Determination ; , KBA , LOD-CRM-SRP , Service Request Processing , How To


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