3224841 - Service Request is Not Considering Operating Hours

You are creating a Service Request and notice that when adding the expected criteria such as Service Category and Processor, the Due Dates are not calculating as expected.

SAP Business ByDesign

In this example we will use Service Category as the criteria to determine the Service Level.

1. Go to the Service Desk work center.
2. Select New Service Request from Common Tasks.
3. Enter account ABC (ABC represents ID of the account).
4. Enter Service Category XYZ (XYZ represents the ID of the Category).
5. The system performs the determination

Example:
Reported On: 13.07.2022 01:10 PM CST_NA

Due Dates
Initial Response By: 13.07.2022 02:10 PM CST_NA

Based on the Operating Hours maintained in the Service Level, you would expect that the system ended the Initial Response by 03:10 PM, since there is a break between 02:00 PM and 03:00 PM in the operating hours.

The reason the system is displaying different values than the one expected is because of the time zone difference between the User/Processor and Service Level.

Example:
Under the Service Request, you noticed the following:

Service Request Data
Priority: Immediate
Reported On: 13.07.2022 02:10 PM CST_NA

Due Dates
Initial Response By: 13.07.2022 04:10 PM CST_NA

The Service Request is considering the Service Level HIJ (HIJ represents the ID of the Service Level).
When navigating to the Operating Hours tab, the time zone maintained is UTC-6

Between UTC-6 and CST_NA there is an hour different, since there is Day Light Savings.
For UTC-6, there is never Day Light Savings, but you can have another timezone such as CST_NA which does consider Day Light Savings during a period for year.

This is the system expected behavior.

In order to correct this, you can perform the following:
Adjust the timezone maintained for the user, so that it matches to the timezone maintained under the Service Level.

Or

Change the timezone maintained in the Service Level through the following steps:

1. Go to the Service Entitlements work center.
2. Select the Service Levels view.
3. Click Edit for Service Level HIJ.
4. Click Change Status to Blocked.
5. Navigate to the Operating Hours tab.
6. Change the Time Zone to the expect one.
7. Click Change Status and select Active.

 Now the service request will display the expected values.

Service Request, Service Level, Operating Hours, Due Date, Initial Response By, Completion By, User, Time Zone, Service Desk , KBA , AP-SVO-SO , Service Order , How To