SLA and traffic light in CRM_DNO_MONITOR

[Former Member]

Dear Service Desk gurus.

1)In CRM_DNO_MONITOR where are traffic light and corresponding column "Valid to". How does the traffic color and "Valid to" date are calculated?

Is it customizable and connect to message Priority?

2) When SLA is configured for support desk, Are there any reports or light/alerts for message, that were not processed according to SLA rules?

Regards

Vladimir

[Former Member]

Hi,

Field in the transaction monitor for traffic light function at transaction level. Calculation is based on the corresponding time stamp. The traffic light function is determined via the date type SRV_CUST_END for the transaction header.

Thx,

Waseem.