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SLA: IRT status in Solution Manager 7.1

Dear Experts,

When I create a message (ZMIN) the SLA configuration is assigned but the calculation does not working at all. When we edit and change the profile response the calculation works, it supposed to this will be filled automatically at the moment of the message creation?

When the calculation is working properly and the IRT time is set, I change the status to In Process but this value does not stop, so always goes to up 100% and gets the red color.

I followed 3 guides and I have no idea what is going on.

Can anyone help me in this behavior?

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Estimados expertos,

Cuando se crea un mensaje (ZMIN) se asigna la configuración SLA pero el cálculo no funciona en absoluto. Cuando editamos y cambiamos el perfil de respuesta el cálculo funciona, se supone que esto se llenará automáticamente al momento de la creación del mensaje?

Cuando el cálculo está funcionando correctamente y el tiempo IRT se establece, cambio el estado a In Process pero este valor no se detiene, por lo que siempre llega hasta un 100% y queda con color rojo.

Seguí 3 guías y no tengo ni idea de lo que está pasando.

http://pascalrenet.com/2009/07/slas-made-easy-in-sap-solution-manager/

https://websmp103.sap-ag.de/~sapidb/011000358700000789962012E

https://blogs.sap.com/2011/06/03/service-desk-sla-configuration-hints/


¿Puede alguien ayudarme en este comportamiento?

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2 Answers

  • May 10, 2017 at 11:51 AM

    Hi Andrès

    Can you put screenshots up of your configuration? It's guess work otherwise to provide any kind of reply.

    Below source is a good source in terms of configuration:

    https://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management

    Best regards

    Tom

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  • Aug 10, 2017 at 01:27 PM

    Hi Andrés Vargas

    you need to share how you have setup the sla..normally the default product is INVESTIGATION and you need to assign your service and response profile to this product

    once you create an incident investigation is called and it will fill the calculate IRT and MPT as per service and response Profile.

    but as there are many ways of determination of SLA and it is difficult to gues and request you to share what you have done.

    Thanks

    Prakhar

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