How to 'Stop the Clock' for SLA when in customer action?

[Former Member]

Hi

Does anyone know if the functionality exists so that when a support message goes into 'customer action' or 'solution proposed' status the SLA stops counting down until the message is put back into 'in process'?

The SLA is out of your control when it is waiting for an action from the user so it should be possible for the clock to stop on the SLA automatically when this is the case and the SLA should re-start and re-calculate the new 'completion by' date.

I know that this is standard in many other types of Helpdesk software but can't find the way to do this with Service Desk. Can anyone help?

We are on SM7 SP22.

Thanks very much for your help.

Regards

Ashley

[Former Member · Accepted solution]

Hi Ashley,

There is no standard way of implementing this. You have to do it through code.

Thanks,

Rinkal

[Paul_Babier]

Hello Ashley,

Have you seen this document [Advanced Quick Guide for VARs Service Desk (Jan 2010)|https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E] ?

You might want to reference section 5. Service Level Agreements.

Regards,

Paul

[Former Member]

Hi Paul

Yes, I have seen this guide. I have configured my SLAs as suggested and they work as described in the guide, however the functionality that I need is not there.

I guess as Rinkal suggests, this will be a bespoke development.

Thanks to you both for your help.

Best regards

Ashley

[Former Member]

Hi

some more inputs here [|]

check the BADI suggested and please update your solution.

Jansi