IRT trigger

[Former Member]

Hi, gurus.

Our organization has just implemented Solution Manager ITSM 7.1.  Unfortunately, the IRT was initially set up in such a way that it will be triggered/computed as soon the status is changed from New to another status that is set by the Service Desk.  In our operations, the Service Desk creates (including setting the status from New to In Process 1st Level or Escalated to 2nd Level) and relays the ticket to the Dispatcher and the Dispatcher then turns over the ticket to the Message Processor.  How do I set up the system in such a way that IRT will only be triggered from In Process 1st Level/Escalated to 2nd Level status to another status that is maintained by the actual Message Processor?

I hope that you can help us out with this major concern.  Thanks.

Regards,

Theresa

[richard_pietsch]

Hi Theresa,

I am not that firm with SLA calculation but you can define the settings for durations in IMG activity CRMV_SRQM_DATSTA (located under IT Service Management -> SLA escalation). Here you set the duration for the corresponding transaction type depending on the user status.

Regards, Richard

[Former Member]

Hi, Richard.

Thanks for your recommendation. I'd just like to know if it's technically possible that a service ticket's IRT should compute only when a user status is set to Status 3 but it will have to be saved in Status 2 first.  Given that, Status 2 should still be considered for MPT.

Regards,

Theresa

[christina_hitzing]

Hi Theresa,

i had the same problem like you. I doesn't want that the time while the ticket is in status 1 is added in IRT and MPT. So I deleted the relevant lines. But then, after the first saving of a ticket IRTand MPT goes to status exeeded and the times were not calculated.

Do you have any idea how to solve this issue?

Regards, Christina