Calculation of Service Times based on Status

[Former Member]

SAP help for 7.1 suggests:

When a message is created, this function calculates the initial response time within which the service team is to respond to the message with a measure, and the maximum processing time for the message by default based on the message priority. The system takes into account the actual service availability and does not include times outside this availability when calculating these metrics. The system determines other time periods to be excluded based on the user status, such as when the message status is set to Customer Action, and excludes these periods from the calculation.

You can check the IRT status (for the initial response time) and the MPT status (for the maximum processing time) in the actual message as well as in the result list for messages in the WebClient UI. The icon for the IRT and MPT status is displayed in yellow (warning) when the service duration reaches 60% and in red when it reaches 100% (escalation).

How to configure calculation based on Status? What does influence Customer Action should not be taken in consideration for call time?How to check that?

[Former Member]

Hi,

Please check this on RKTs available under [https://websmp201.sap-ag.de/rkt-solman|https://websmp201.sap-ag.de/rkt-solman]

Thanks,

Jansi

[Former Member]

Hi Deepak,

you can check the IRT and MPT on crm_dno_monitor(Transaction Monitor) itself.

here as of 7.0 we wil get only IRT, now on 7.1 onwards you wil get MPT also, tat too system excludes the time periods based on the status,such as when the message status is set to Customer Action, and excludes these periods from the calculation of MPT.

And as usual it taken the actual service availablity based on our own service profile and response profile configuration.

For calculating SLA, huge configuration required, Please go thorugh this blog, this helps to you to config

[SLA configuration hint|http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/24813] [original link is broken] [original link is broken] [original link is broken];

Thanks,

Jansi

[Former Member]

Hi Jansi,

Thanks for your reply.I have completed all config already.The document refers to priority depending hours which will be calculated in SLA.It does not refers how Status is gpoing to affect SLA calculation.Where is config for that and if we want to add new status which should not be considered for SLA, how can we do that?