SAP Knowledge Base Article - Public

2656925 - SLA Calculation Varies with Reaction Time Maintained in SLA Setup Service Levels.

Symptom

You find the Reaction Time(e.g. Due Date of Completion, Due Date for Initial Review) that shown in Ticket not following the rules that maintained in Service Levels.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service work center. 
  2. Go to Tickets work center View.
  3. Open Ticket ABC (ABC represents the ticket ID).
  4. Find the Reaction Time(e.g. Due Date of Completion, Due Date for Initial Review) of Ticket is not following the rules that maintained under Service Levels for Tickets.

Cause

You had checked  the 'Recalculate' option enabled for Milestone under Reaction Time Tab.

This Recalculate option help to accurate time stamps whenever the ticket moves from 'Requestor Action' to 'Processor Action'.

When this is enabled, system keep track of the time spent at each such status and add it to the due dates whenever there is a transition.

Resolution

If you would like the SLA determination time only follow the rules that maintained under Service Levels for Tickets, please refer to the following steps and uncheck the 'Recalculate' option.

  1. Go to Administrator work center.
  2. Go to Service and Social Setting>>SLA Setup>>Service Levels.
  3. Select the related service level ID and click on View All button.
  4. Navigate to Reaction Times and Milestones items.
  5. Remove the Recalculate flag for the Milestone you defined.

See Also

Related inforamation in SAP Help Portal:

Set Up Service Level Agreements for Tickets

https://help.sap.com/viewer/5f35ee8b31e44f2786d7c2696defa2f6/1805/en-US/49588ea5e33c4ca2a6637f7022655570.html

Pause SLA Clock

https://help.sap.com/viewer/e3d4d4173c6f4231a6a35885511484ee/1805/en-US/c7ec741caf7c4fe09cdae6d22d6702c9.html

Keywords

SLA determination time;SLA Setup;Reaction Time;Recalculate; , KBA , LOD-LE-SEE , Service Entitlements , How To

Product

SAP Cloud for Customer add-ins all versions