3710315 - Completion due SLA marked as completed when case status is set to customer action in SAP Service Cloud Version 2

• The completion due SLA is marked as completed when the case status is set to "Customer Action".
• The expectation is that the SLA should only be marked as completed when the case is set to "Completed" status.

SAP Service Cloud Version 2

1. Navigate to cases.
2. Create a case.
3. Open the case and set its status to "Customer Action".
4. Navigate to the Service Level (SL) sections.
5. Observe that the completion due SLA is marked as completed, despite the case not being in "Completed" status.

For the Completion Due SLA, the completion date is set when the case is moved to "Requestor Action". This occurs when the case transitions to a status whose assignment status is mapped to "Requestor Action". The mapping between case status and assignment status can be verified in the Status dictionary settings UI.

1. Verify the mapping between case status and assignment status in the Status dictionary settings UI.
2. Based on the use case, create a custom status that maps to the required lifecycle and assignment status.

completion due SLA, SLA status, customer action, requestor action, SAP Service Cloud Version 2, case management, Status dictionary settings, SLA behavior, custom status, lifecycle mapping , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem