Service Ticket Completion Due Date Automatically Updating(2 Days) in C4C Service

[ranjeethgowdakl]

Hello,

After creation service ticket completion due date is determining automatically.

Example i have created ticket on 29/05/2018 completion due date 31/05/2018 is determining automatically. Client required completion due date 6 days instead of 2 days. Can any help where the settings needs to be done.

Ranjeeth

[ranjeethgowdakl · Accepted solution]

Hello Sandeep,

Thanks for inputs. Completion due date should be determined as 6 days instead of 2 days. Please provide the path to do the settings.

No need to add any new field additionally, i need to know where should this completion due date is determining?..

Ranjeeth Gowda

[former_member603528 · Accepted solution]

Try in Business Configuration - Overview and then set the priorities in the

Time Profile for Incident Management

[AnkushPashine]

Hello Ranjeeth,

I expect your Completion Due Date Automatically Updating(2 Days), based on below configuration.

1.Go to Business Configuration ->Implementation Project ->Open Activity List ->search with activity name "Date Profiles" and open it .

For Service Request:-

Completion Time = Received on Date + Time in Hours , which might be currently set as "

48 Hour(s)" .You can manually change it as per your requirement i.e. 24 * 6 = "144‬ Hour(s)".

Hope this help and answered your query.

Thanks and Regards,

Ankush.

[Vinod0311]

Hi Ranjeeth,

Make sure all the parameter are ticked/satisfied(in the SLA determination table) to determine the SLA you have defined. If none of the parameters match, then system takes a default 48 hr SLA and i have faced this scenario. So first define the SLA with the required milestones and reaction timings and then go to Determination table and apply the condtion/rules for determination.

Cheers

Vinod

[ranjeethgowdakl]

Hello Vinod,

Thanks, sure i will follow as per your guidelines.

Ranjeeth

[sandeephebbar]

Dear Ranjeeth,

Due Date for Completion,Due Date for Initial Review, Due Date for Response are configured in Service Levels Milestones. In Tickets overview-> Additional Information, you can add a field 'Service Level', With this, please identify the Service Level and configure it according to your business.

Please find the more details on SLA set up in our Help center document:

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1805/en-US/187a0b58763d1014bef3a401df4d...

Regards,
Sandeep