Modify Processing Time in Service Request

[former_member577345]

Hi all experts,

I am new in SAP CRM, today I am getting a problem which is relating to Time calculation for service request.

I meet a doubt with Processing Time which estimates time duration of Service request.

So my scenario is:

- When I create Service Request, I choose category, Service level agreement block will automatically display Service profile and response profile (which I defined before).

- Then I choose Status is: "in Process", finally I save!

But problem is when search my SR in interaction History, the duration time calculating is not correct (although is green) in processing time. I see that not correct when 3 tab have the same time duration (as picture), and Initial response and Maximum processing time still not correct

Can you help me to solve this problem?

Thanks and Regards,

[former_member222142]

Hello Sang Tran Tan,

please consider the explanation and possibility to influence the Processing time under Link

Management of Processing Times

In particular in the sub-chapter you see all the features how to stop and calculate the processing time.

I hope these will help you.

Best Regards

Gerhard