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Former Member

SLA IRT start condition

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

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5 Answers

  • Posted on Oct 06, 2014 at 11:56 AM

    Hi Rafal,

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

    BR Christina

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  • author's profile photo Former Member
    Former Member
    Posted on Oct 08, 2014 at 01:50 AM

    HI Rafal,

    Try to check the SLA determination procedure.

    regards,

    Grace

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  • Posted on Jul 02, 2015 at 10:28 AM

    Hi,

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


    Thanks

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  • author's profile photo Former Member
    Former Member
    Posted on Jul 02, 2015 at 12:33 PM

    Hello Rafal,

    Please check this blog, This will help you/

    How To - Configure Multiple SLA based upon MLC in IT Service Management - Part2

    Regards

    Anand

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 10, 2015 at 11:10 AM

    hi rafal,

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

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