SAP Knowledge Base Article - Public

3245956 - Service Level (SLA) Milestones Incorrectly Determined for Case

Symptom

You notice that, the Service Level (SLA) milestones are being determined in the case based on the Reported On, but you expected it to be determined based on the Created On or vice versa.

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Navigate to Case work center.
  2. Click +.
  3. Fill in all mandatory details.
  4. Click Save and Open.
  5. Navigate to Case Details tab.
  6. Scroll down until Timestamps section.
  7. See the values determined for the milestones.

Cause

The Service Level milestones can be set to be either calculated based on the case Reported On date or the case Created On date.

Resolution

In order to adjust to which date the milestones will be calculated, you can follow the steps below:

  1. Navigate to your user profile on the top-right corner of your screen.
  2. Click Settings.
  3. Navigate to All Settings tab.
  4. Click Service Levels, under Case Management.
  5. Select your service level.
  6. Click Deactivate.
  7. Click Edit.
  8. Adjust the Based On column to the desired date field.
  9. Click Activate.

Keywords

Service Level, SLA, Milestones, Determination, Created On, Reported On, Timestamps, Case, Case Details, Case Management, Based On, SAP Service Cloud Version 2, , KBA , CEC-CRM-SL , Service Levels for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

Product

SAP Service Cloud Version 2 all versions