SAP Knowledge Base Article - Public

2684114 - Ticket SLAs Not Considered in Ticket Key Figures


You are using the data source Ticket (CRMSRQHB) or Ticket Time Points and Contact Party (SEODSRQDTS01), and the key figures Total Time at Processor (s), Total Time at Requestor (s) or Ticket Handling Time (Secs) respectively. You notice that those key figures show an incorrect value compared to the tickets themselves. While the tickets consider the SLAs you set up in the system (your working hours etc), the data sources do not consider them.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Open the report based on one of the above data sources.
  2. Filter for a specific ticket and check the value of the mentioned key figures.
  3. Compare this value to what you see in the ticket.

The ticket value is correct, however the key figures in reporting show a wrong value.


These key figures cannot consider the system SLAs.

This includes your companies specific working hours. An example would be if your company does not work weekends then this Key Figure would not consider the time over the weekend and would add it to the key figure total.


To address this, we have added the following characteristics to the data source Ticket Time Points and Contact Party (SEODSRQDTS01):

  • Time with Customer (ISO 8601 duration formation)
  • Time with Agent (ISO 8601 duration format)
  • Time with Customer (s) (in seconds)
  • Time with Agent (s) (in seconds)

Please note: For technical reasons, these fields are characteristics. We are currently evaluating if they can be added as key figures. Please use the Influence forum to register / vote for this change.


data source, report, analytics, tickets, SLAs, time with processor, time with agent, time with customer, field format , KBA , sla , LOD-CRM-SRP , Service Request Processing , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem


SAP Cloud for Customer core applications 1808 ; SAP Cloud for Customer core applications 1811