I'm currently setting up SLA's for my company in ITSM, due to the SAP documentation and the web, I had no big trouble to set them up. However I have one issue :
How do I set up the trigger for IRT and MPT ? What I mean is that the IRT is considered "answered" when the status comes from "new" to something else. I would like to customize it. So when the L1 set the status from new to (for exemple) status 1, the IRT is still ongoing, but when it goes from status 2 to 3 THEN the IRT is considered answered. Same for MPT.
I haven't found any answers (probably because I lack the vocabulary), do you have any help ?