SAP Knowledge Base Article - Public

2524590 - SLA Determination is Not Working in Ticket

Symptom

SLA determination is not working in Ticket.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service workcenter
  2. Choose Tickets view
  3. Open Ticket ABC (ABC represent ticket ID)
  4. Go to the Overview tab
  5. Here Initial Review Date is not determined as per SLA set up.

Cause

The SLA is not getting determined because the Business Configuration Scoping for the SLA features has not been scoped in the system

Resolution

Kindly follow the below steps to scope SLA feature in scoping:

  1. Go to Business Configuration workcenter
  2. Go to Implementation Projects view
  3. Click on Edit Project Scope.
  4. Go to 4th Step Questions
  5. Expand Customer Care under Service
  6. Select the Service Request Management
  7. Scope the question Do you want to automatically assign your service level agreements to the service request?
  8. Go to 5th Step Review.
  9. Click on Finish button.

Just scope this feature and SLA determination would start working.

Keywords

Business Configuration, SLA determination, Ticket. , KBA , sla determination , ticket. , service , working , initial review date , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1711