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SAP Knowledge Base Article - PreviewSymptom
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.
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Environment
SAP Service Cloud Version 2
Product
SAP Service Cloud Version 2 all versions
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
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