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Former Member

Non traditional SLA Calculation in SM 7.1 SP7

Hi Experts ,

I have configured SLA in solman 7.1 .

My requirement is to start the clock from some specific status not from the time when Incident is created in system(status= New) .

Like i have a status "Forwarded"  in ZMIN from which message has been set to " In process by support team " so between these status we want to do the first response calculation .

Like if message has been set to Forwarded on 12.30PM than calculated First response time should be 1Pm until its been set to In Process by support team .

Have maintained all non relevant status in Customer durations but still all the calculation are done from NEW status only ,

Kindly Help me out .

BR

Aashish Rai

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2 Answers

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    Former Member
    Jan 06, 2014 at 11:13 AM
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    Former Member
    Aug 15, 2016 at 07:22 PM

    Hi Ray,

    Did you solve it? If yes, can you describe the solution for me?

    Thanks in advanced.

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