Ticket does not honour the conditions maintained in the Service Level Agreement.
SAP Cloud for Customer
Reproducing the Issue
Go to the Service work center.
- Go to the Tickets view.
- Select the New button.
- Fill in all mandatory fields.
- Select the Save button.
- The set Completion Due date is not calculated correctly.
Tickets were created before the Service Level Agreement was maintained.
All existing documents in the system are not included in the SLA calculation, only new tickets created after the SLA conditions are included.
Solution Guide for SAP Service Cloud: Set Up Service Level Agreements for Tickets
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