Hi All Experts,
We are using SOLMAN for incident management in our project. We use transaction CRMD_ORDER for creating a support message.There is a field 'End Customer Requirement' date. This gets defaulted to a value of Start Date of Incident + 3 days irrespective of the priority chosen( it seems this is SAP standard feature). we want this date to be calculated based on the priority of the Incident. Hence we need to make use of a BADI to achieve our desired functionality. Added, we need to have start stop functionality for the SLA calculation and the Closure date should be computed as per the Geography of the Team who is resolving the ticket.Depending on the status of the Incident, the Due date should vary. If the incident is with the business, for example the status in such a scenario would be u2018REALIZATION APPROVAL PENDINGu2019. Then, the SLA should stop at this time and again be invoked only when the business changes the status back to the Ticket owner, for example status u2018IN PROCESSu2019. The time taken by the business should not be included and the closure date for the incident should be recalculated based on the time at which the status of the ticket is back with the ticket owner, which in the above scenario would be status u2018IN PROCESSu2019.
I am vaguely aware that BADI 'ORDER SAVE' will probably help but have no exact idea.
Please guide on this.
Thanks in advance,