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Former Member

SLA Calculation possibilities in Std Service Desk Implementation

Hello Experts,

We are implementing Incident Mgmt and need to have SLA configured in system so that monitoring can be done through reporting and escalation procedures can be followed accordingly.

Following are the main points:

1) We have single support level for incident mgmt

2) Response Time and Resolution Time needs to be monitored

3) Response Time Calculation should be done based on status change i.e. when ticket is moved from 'New' to 'In Process'.

4) Resolution Time Calculation should be done based on applicable status changes only i.e.

--> It should Start as soon as ticket is set to 'In Process'

--> It should Stop as soon as ticket is set to 'Customer Action'

--> It should restart as soon as ticket is set back to 'In Process' after receiving the information from customer.

Likewise..we have more cases.

5) Escalation Mail should be triggered to mgmt once these 2 SLA parameters have been breached.

Current Set Up:

1) Incident Mgmt process is implemented

2) Service Product is getting determined

3) Service Contract is getting determined

4) Status profile is working fine.

Concerns:

1) How to make SLA Calculation work as mentioned above. Like where to do settings that SLA clock works based on our status definitions.

2) I have no idea about escalation mgmt, so all info is required.

Thanks.

Regards,

SM

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1 Answer

  • Jun 22, 2011 at 06:42 AM

    Hi

    Like you said you want to stop and then start the clock for SLA based upon status you need to use this BADI

    Check this note 487601 - BAdI for customer-specific SLA dates - enhancement

    there is no standard existing for it only development is the solution.

    regards

    prakhar

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    • Dear Suchit,

      As i said earlier it is not their in standard might come in new version

      but for escalation manager their is a report

      RSPPFPROCESS

      You can use the above report for the same.

      Regards

      Prakhar