3445127 - Completion Due Date In Tickets Does Not Respect Reaction Times Maintained In Service Levels

You have maintained completion due date to be calculated based on reaction time set at Service Level but the Ticket calculates the due date incorrectly.

SAP Cloud for Customer core applications

Pre-Requisite: You have maintained SLA to calculate Reaction time for the Completion Due Date as XX Hour(s) (XX represents the number of Hours).

Steps:

1. Go to Service Work Center
2. Go to Tickets View
3. Click on New Ticket button
4. Create a new Ticket such that the SLA determination is met.
5. On the overview section you notice that the Completion Due Date is not calculated as per the maintained Reaction Time.

The net labor time in SLA is same (XX Hour(s)) as the duration maintained in date profiles and there are no other milestone(s) present in SLA. This is a platform technical limitation. 

To overcome this, kindly maintain different durations in date profile and SLA such as the net labor time in SLA can be X Days(s) (or) XXXX Minute(s) such that it is equivalent to XX Hours(s) (Where X Day(s)/XXXX Minute(s) is the number of Days/Minutes which is equivalent to the number of hours maintained in the reaction time). 

Steps:

1. Go to Administrator Work Center
2. Go to Service and Social View
3. Click and Open the Service Levels
4. Select the Service Level with the issue
5. Click on View All
6. Go to Reaction Times
7. Select the Milestone Due Date for Completion
8. Under Details for Milestone change the Net Labor Time such that it is not in same units as that of the Completion Due Date set in Date Profile Configuration.

3019738 - How To Check Service Level Agreement Issues

Completion Due , SLA , Ticket , Reaction Time , Operation Hours , Service Levels , Date Profile , incorrect , KBA , LOD-LE-CSM-SVL , Service Level Objective , LOD-CRM-SRP , Service Request Processing , Known Error