SAP Knowledge Base Article - Public

3314998 - How the Duration for Service Level Agreements (SLAs) Work in SAP Service Cloud Version 2


You would like to understand how the Duration of the Service Level Agreements (SLA) work in the SAP Service Cloud Version 2.


SAP Service Cloud Version 2.

Reproducing the Issue

  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. Click Edit or +.
  6. See it is possible to define the Duration for each Milestone.


In the SAP Service Cloud Version 2, the users can define the Duration for each of the milestones available for cases:

  • Completion Due
  • Initial Review Due
  • Resolution Due
  • Response Due

The duration can be set to one of the following:

  • Day
  • Month
  • Hours
  • Minutes
  • Seconds.

However, it is important to highlight that, in case a 24 hours duration is set, it will be treated differently than if 1 day is set. That is, since the system will calculate the hours from the Reported On or Created On based on 24 working hours, while the day would take 1 whole calendar day.

See Also

3314986 - How the Additional Hours for the Service Level Agreements (SLAs) Work


Duration, SLA, Service Level Agreement, Service Level, Case, Case Management, Day, Month, Hours, Minutes, Seconds, Completion Due, Response Due, Initial Review Due, Resolution Due, 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


SAP Service Cloud Version 2 all versions