SAP Knowledge Base Article - Preview

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

Symptom

  • 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.


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Environment

SAP Service Cloud Version 2

Product

SAP Service Cloud Version 2 all versions

Keywords

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

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