ZMIN SLA IRT Problem

[Former Member]

Hi,

we have copied the SMIN to ZMIN and wanted to activate the SLA for our ZMIN as well. This also was successfull, but the IRT intial response time is not stopping the calculation after the first status change.

Can someone explain to me how the logic for IRT works? I could not find any documentation about this or customizing to say that this particular status is the initial status for SLA calculation.

Regards

Abosi

[Former Member · Accepted solution]

Hello Abosi,

Please check SAP help:

http://help.sap.com/saphelp_sm71_sp01/helpdata/en/59/7185331da34b1c84441cc50160279b/content.htm

Also please check the notes:

Note 1691338 - SLA: IRT not stopped when message is closed immediately

Note 1674375 - SLA: Customer durations not applied correctly

Note 1641270 - SLA: Customer durations considered in calculation

BR,

SAPFan

[TomCenens]

SLA_ESCAL_ACTIVE = X should be set in DNO_CUST04 in order for "First Reaction" to be registered in the incident ticket which then stops "IRT" from calculating further when the incident ticket goes into "in process" (default customizing)