SAP Knowledge Base Article - Public

3315015 - Unable to Associate Service Level Agreement (SLA) with Multiple Time Zones

Symptom

You notice that it is not possible to associate a Service Level Agreement (SLA) with multiple time zones in the SAP Service Cloud Version 2.

Environment

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 not possible to associate the SLA with multiple time zones.

Cause

This is the system designed behavior.

Resolution

At the moment, each SLA can only be assigned to a single time zone.

See Also

In case you would like your SLAs to be based on your customers time zone, then, kindly follow the steps described in our Knowledge Based Article (KBA) 3245939 - How to Maintain the Customer Time Zone in the Service Level

Keywords

SLA, Service Level, Service Level Agreement, Time, Time Zone, Multiple, Single, Case, Case Management, SAP Service Cloud Version 2, SLAs, , 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