SLA (Service Level Agreements) milestones are not working for holidays, even after you added the holidays to Working Calendar.
SAP Cloud for Customer
Reproducing the Issue
Go to the Service work center.
- Go to the Tickets view.
- Open ticket ABC (ABC represents the ticket ID).
- The holiday was not taken into consideration in the SLA dates determined.
This occurs when special holidays are added to the Holiday Calendar but not to the Working Calendar itself (Working Calendar is linked to the Holiday Calendar). This leads to unexpected SLA milestone calculation, providing a result date which is a holiday.
Manually refresh the existing Working Calendar. To do this, please follow the steps from the blog post: SLA milestone calculation affected due to new holiday introduced
SLA; Holiday; Calendar; Ticket; Service Level Agreements; Milestone; Date; custom calendar ; custom holiday , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-CAL , Calendar Control , How To