SAP Knowledge Base Article - Public

3195823 - Tickets with SLA met or not met


In reporting, tickets are shown with a met or missed SLA, although you did not set up SLAs in your system.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Business Analytics work center.
  2. Go to Design Reports.
  3. Open the Service Level Agreement Report.

You will see all tickets will have a missed '#' or met 'X' indicator. However, you did not set up SLAs in your system.


There is a standard calculation 'Completion Due Date Time' minus 'Completion Date Time' which determines if the SLA is met or not.


To have a better overview you can create a view which includes 'Completion Due Date Time', 'Completion Date Time' and 'SLA Met'.

There you can see those 'Completion Date Time' after the 'Completion Due Date Time' will be shown as missed '#' and those before the  'Completion Due Date Time' as met 'X'


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