3350718 - Time With Agent Field is Not Considering the Employees Working Hours or Country Calendar

Although you setup the Employees Working Hours and the Country Calendar, the Ticket Time with Agent field is not considering the Employees Working Hours or Country calendar.

SAP Cloud for Customer

The Ticket has not been assigned to an SLA, hence the Business Hours and Calendar will not be considered in the Ticket Time with Agent field. 

Please make sure that the Ticket is assigned to an SLA.

To validate this, please check the Ticket Overview Table called Additional Information, there verify for the field called Service Level.
If it is blank, it means there is no SLA assigned to the Ticket, this will result in the Employees Working Hours and Country Calendar to not being considered.

Wrong; Service Level Agreement; Time; Not Valid; Blank;  , KBA , LOD-CRM-SRP , Service Request Processing , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions