IRT percentage is 100% at during incident creation

[Former Member]

Hi All,

I configures ITSM incident management along with SLA.

everything was working fine but suddenly, the IRT percentage is becoming 100% even when we have time left to reach the threshold.

Please find below the screenshot.

we are in SAP Solution manager SP10.

Kindly guide to resolve the issue.

No changes has been made in the configuration.

Thanks,

Subhashini.

[prakhar_saxena · Accepted solution]

Hi Subhashini,

Check

SCAL - calendar for your use case and below sap note

	1913133	SLA configuration hints for SAP Solution Manager 7.1
		hope this helps Regards Prakhar

[Former Member · Accepted solution]

Hi Prakhar,

Thanks for your reply...

I have checked that note and my settings are almost same.

I found one thing now. when i create a incident, the priority is not getting saved, so duration is not calculated.

but when i open and save again that time priority is getting saved, but IRT becomes 100%.

Kindly advice how to overcome this issue.

Thanks,

Subhashini.

[prakhar_saxena · Accepted solution]

Hi Subhashini

In standard priority is mandatory and you can't save until, fields are filled in

try to post incident via the wizard provided in SOLMANREQU business role where they you have to choose urgency and impact and priority is calculated automatically..with SLA attd

have you maintained different values in AIC CLOCK table ......is this a problem with all users or only with few of them

Regards

Prakhar

[Former Member · Accepted solution]

Hi Prakhar,

for our scenario, we have got only three priorities. high,medium and low.

in the priorities in help--> create support message are hardcoded.

for the priority given as low, it is coming as blank in ITSM.

but for other priorities, when we enter the priority automatically the IRT reaches 100%.

i have not used the factory calenderr, we have configured all days are working days.

And i have tried using the same in stadard transaction type as well. same problem is coming.

kindly advice.

Thanks,

Subhashini