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Jan 27, 2017 at 02:52 PM

How to deactivate the standard setting for SLA's in the ticket (in C4C)?


Hi everybody,

I want to deactivate the standard settings for SLA's in the ticket. Does anybody know how to do this?

I already read the guide. So SLA can be defined through contracts or as admin through the service level determination rules.

In our system is no service level determination rule defined. (see screenshot)

So I expect that the fields: " Initial Review Due", "Completion Due" and "Next Response Due" in the ticket are empty and show just values if I have a contract in the ticket, which contains a specified service-level. But that's not the case.

I got the following values in a ticket without contract:

  • for " Initial Review Due": 2 hours (after reported on time)
  • for "Completion Due": 166 hours (after reported on time),
  • for "Next Response Due": 1 hour (after reported on time).

I assume that these values are fallback/standard? Can someone please help me, how do I get these fields empty (in case without contract)?


Best regards,



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