You've created a ticket with Service Level XYZ (XYZ represents the Service Level ID) and, after it's creation, changed the Service Level to ABC (ABC represents the new Service Level ID), but the ticket did not had the SLA dates recalculated.
Reproducing the Issue
- Go to Service work center;
- Go to Tickets view;
- Create a new ticket with Service Level XYZ and Save;
- Edit the ticket and change the Service Level to ABC;
- Completion Due and Initial Review Due dates were not recalculated.
Currently SAP Hybris Cloud for Customer does not recalculate the SLA.
This is the system expected behavior.
KBA , SRD-CC , Cross Components , How To