SLA dates are not calculated when incident is created

[Former Member]

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

[Former Member · Accepted solution]

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

[Former Member]

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.

[Former Member]

Hello Kamil, thanks for your reply.

The notes you gave me are helpful,

I did use the guide you mentioned when configuring SLA's.

I also re-checked everything using Dolores' blog mentions in note 1913133.

The only thing I noticed that was not correct is that I used Holiday calendar in availability profile instead of Factory calendar.

But I have changed the calendar definition just now, I use USA factory calendar - it is valid till 2050.

However still the dates are blank when incident is first saved.

When I change Priority - it gets recalculated.

I setup response times this way: for example for Severity 1:

for each of the 4 priorities response times I set the same - as I do not want it to be different by priority, but rather by Severity, which is level2 in Categorization:

and this response profile is setup in categorization for level 2 - for this example for Severity 1:

I know the determination works as it finds the response and service profile when incident is first saved - shown in SLA assignment block.

But why dates are not calculated on the first save ?

Any further ideas ?

Thank you

Elena

[Former Member]

Hi Kamil,

can System time vs. Zone time difference impose any issue with original SLA times calculation ?

I noticed that there is 1 hour difference between the two:

Thanks

Elena

[Former Member]

Hello Elena,

Please check note 1659388 - ITSM: incorrect SLA calculation for time zones if it's valid to your SP Solman lvl.

Also check tcode COMMPR01 if respnose profile and service profile is provided.

BR,

K.

[Former Member]

Hi Kamil,

note 1659388 is included in our SP10 - checked.

COMMPR01 I checked several times - it looks good:

Regards

Elena