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Former Member

SLA dates are not calculated when incident is created


Hi Experts,

I have configured SLA based on multi-level categorization schema: level 2 is Severity level 1,2,3,4 and for each severity I created a service product with specific response times.

It works only partially, i.e. when an incident first created and I select Severity in Level 2 category, and save the incident for the first time, what happened is : it figures the response profile correctly based on severity - I can see it in SLA assignment block - however dates are not calculated and left blank.

Once I make a change to Priority field or Level 2 (severity) - and save incident again - the dates are calculated properly.

Why they are not calculated at the ticket creation time ? What can be a problem ?

Appreciate any help.

Thanks

Elena

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2 Answers

  • Best Answer
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    Former Member
    Sep 12, 2014 at 05:13 PM

    Hi Kamil,

    I have just found one of your older posts http://scn.sap.com/thread/3257163

    where you seemed to have similar issue.

    So I followed your suggestion from that blog and updated the ZMIN from SMIN.

    I remember when I originally copied ZMIN, the automatic copy did not work for some reason and I copied info manually, you know profile-after-profile....and obviously something was missed on the way.

    Anyways - the update found lots of things to update, it overwritten some of my existing configuration, which is ok,

    the main point is - SLA dates are now calculated at the very first save !!!

    Dates are wrong, but this is different story:)

    Thank you for your help

    Elena

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    Former Member
    Sep 12, 2014 at 06:09 AM

    Hello Elena,

    Please follow the guide SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki and notes also

    1748587 - SLA Time Registration for Incidents is not Working

    1913133 - SLA configuration hints for SAP Solution Manager 7.1


    Run tcode CRMD_SERV_SLA and check if your profile has SRV_RF_DURA (IRT) and SRV_RR_DURA (MPT) time maintained.

    BR,

    K.


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