SLA IRT start condition

[Former Member]

Welcome Service Desk Professionals

I'm looking for solution to change start calculation condition of Initial Response Time   (IRT) in Solution Manager 7.1. I need to customize it so it begins to calculate IRT not after new incident is registered, but after it is assigned to special support team or person. Actually it starts as soon as incident is created.

In my organization there are 2 levels of support and SLA is to be calculated only for the second level.

I added message status "New" to the list of "customer time status" in SPRO, in which are statuses for not calculating SLA but it does'nt stop IRT calculation for message "New".

Regards

Rafal

[Former Member]

hi rafal,

have you found solution to this? if yes, please let me know.

[Former Member]

Hello Rafal,

Please check this blog, This will help you/

Regards

Anand

[former_member201224]

Hi,

I am facing the same problem. Please suggest how to resolve this issue.

Thanks

[Former Member]

HI Rafal,

Try to check the SLA determination procedure.

regards,

Grace

[christina_hitzing]

Hi Rafal,

I got the same issue. How do you have resolved that issue?

BR Christina