Milestone Due Date Is Calculated Based On Updated Date Rather Than SR Creation Date
(Doc ID 2765616.1)
Last updated on JANUARY 25, 2024
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.21.01.0 and laterInformation in this document applies to any platform.
Goal
On : 11.13.21.01.0 version, Service Request
Milestone due date is calculated based on updated date rather than SR creation date
Milestone for critical - 4 hours
Milestone for non critical - 24 hours
SR is created at 11.39, non-critical milestones are calculated (the ones with are cancelled)--> fine
Severity is modified at 11.52, non-critical are cancelled (OK) and critical are calculated --> however they are not calculated from SR creation date (in that case, the FRM would be at 15.39) but when the Severity was changed (11.52 + 4 = 15.52).
The SLA in this case will not be 4 hours but 4 hours + the time until the issue is categorized as Critical
Solution
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In this Document
| Goal |
| Solution |
| References |