SolMan 7.1 SP6 - First reaction time is not recorded

Hi gurus,

We are using SolMan 7.1 SP6. When we change the message status to "In Process" at the first time, the time stamp "First Reaction" is not recorded.

We find the note 1627988 - SLA: First Response not recorded. But it cannot be implemented.

I screened the settings in "Define Settings for Durations". there's no example to record First Reaction time. Should it be recorded automatically by the SAP program?

Could you advise us how to fix this problem?

Thanks for your support.

Regards,

HL