3729422 - Inconsistent SLA Milestone Due Date Calculation for processing time of Date Time type fields

• Custom SLA milestones are inconsistently calculated upon ticket creation.
• When SLA conditions are met, the Service Level is assigned correctly, but the Due Date Calculation is sometimes blank.

SAP Cloud for Customer

1. Go to Service Work Center
2. Open the Tickets View
3. Create a Service ensuring that the conditions are met 
4. Save and open the ticket.
5. Observe that the service level is assigned, but the Due Date Calculation is blank.

• The system requires at least one standard milestone to be included alongside custom milestones. The absence of standard milestones causes inconsistency in SLA Milestone Due Date Calculations.

Add at least one standard milestone in addition to the custom milestones in the system configuration.

Custom SLA Milestones

sla milestones, processing time quotation, processing time order, due date blank, inquiry category, sales org DE40, sales org DE31, inconsistent calculation, ticket priority adjustment, custom milestones, standard milestones , KBA , LOD-LE-CSM-SVL , Service Level Objective , Known Error

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