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SLA Calculation in Service Request- Time Issue

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


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  • author's profile photo Former Member
    Former Member
    Posted on Dec 20, 2013 at 06:12 AM

    Hello Atul,

    Please check the current time.


    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.


    Manan Goyal.

    image_png.png (88.0 kB)
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    • Atul Keshav Jorge Ocampos Benito

      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


  • Posted on Dec 30, 2013 at 01:32 PM

    Hi Atul,

    Thank you very much!!

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