2684114 - Ticket SLAs Not Considered in Ticket Key Figures

Symptom

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. The same behavior is observed in the key figure Average Handle Time in data source SLA Compliance.

Environment

SAP Cloud for Customer

Product

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

Keywords

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

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