SLA Calculation in Service Request- Time Issue

[former_member196521]

Hello All,

The SLA Dates are getting calculated correctly in my service request, however the time is not getting calculated for the first response by and due by(screen shot attached)

Following configurations have been made.

I have copied the standard date rule Submiss_time to  ZSubmiss_time, the same is assigned to my date profile and the date type(screen shot attached)

Attaching the date rule screen shot.

The date profile is also assigned to my transaction type

Please advice if there are any missing configurations

Kind Regards

Atul

[jorge_ocamposbenito]

Hi Atul,

Thank you very much!!

[Former Member]

Hello Atul,

Please check the current time.

PFB.

If still you will not able to get the correct value. Then u need to think of User profile setting.

That check later own. Try this please.

Regards,

Manan Goyal.

[former_member196521]

Hi Manan,

Thanks for the prompt reply, I did try the option, however the system is still not calculating the time, first I made the required change in Gui as per your screen shot above.

Post this I logged in to crm web ui to check however no luck still, please advice further.

Kind Regards

Atul

[jorge_ocamposbenito]

Hi Atul,

Try to change your reference object to SYSTEM into date type of date profile.

Regards.

[former_member196521]

Hi Jorge,

I have changed the reference object as per your post above.

However in the customized service request the time does not show, please advice further.

Kind Regards

Atul

[former_member196521]

Hi Jorge and Manan,

I am closing this thread, the same date profile needs to be assigned to the item category of the service request as well.

Also ensure that the reference object is System as mentioned by Jorge above.

Kind Regards

Atul

[jorge_ocamposbenito]

Yeah!, that's rigth, sorry I forget it.

Thanks for the explanation.

Regards.

[former_member196521]

Hello Jorge,

1)Also ensure that you add the date type SRV_START to your date profile, the system calculates the SLA Based on this date and ensure that the date rule assigned is TodayTime (Current Date+ Time)

2) For the first response by date type the date rule should be SRV_0001, for the to do by the date rule should be SRV_0002 the reference objects for both these should Service Profile.

3) And enter the customized date rule to both header( Transaction Type to Item Category)

Kind Regards

Atul