on 07-31-2012 8:21 AM
Experts,
I have the same problem as in note 1641270. When i switching back to status "In process" form status "Proposed solution" the percentages for MPT increase significantly. But note can not be implemented. How i can fix this?
Best regards,
Pavel
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Hi,
- you should apply the latest version of note 1674375 (version 20), and latest version of note 1681942 (version 3)
- you should apply note 1705846.
- check your date profile i.e ZMIN_ITEM to see the Define settings for Durations, ( i.e SMIN_CU_DURA) in SPRO
Regards,
Vincent
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Hi, Vincent
I have imnlemented latest version of notes ( note 1674375 Released on:31.07.2012 09:05:53 ) but problem not resolved.
Tell me plz, have you at your table CRMV_SRQM_DATSTA in Date profile ZMIN_ITEM Duration SRV_RR_DURA or not?
I did not copy SMIN_ITEM to ZMIN_ITEM too.
Best regards,
Pavel
Vincent,
Do you have any other Duration and Date type at your table CRMV_SRQM_DATSTA for ZMIN_ITEM(SMIN_ITEM), except for Duration SMIN_CU_DURA, SRV_RR_DURA and for Date Type SMIN_CUSTL?
Also may be I need to insert some Date Type to my Date Profile? For now time I have SRV_CUST_BEG and SRV_CUST_END
Best regards,
Pavel
HI Pavel,
Just a thought...
For example:
The User status are
E0008 - Confirm
E0005 - Proposed Solution
if you don´t want that the customer duration is taking into account for MPT calculation, try remove the entry:
ZMIN0001 E0008 Confirmed SMIN_ITEM SMIN_CU_DURA
and/or
ZMIN0001 E0005 Proposed Solution SMIN_ITEM SMIN_CU_DURA
I just give example, so you check accordingly.
Regards,
Vincent
Hi, Pavel.
Try to implement the following notes
0001627988 SLA: First Response not recorded |
0001654642 SLA Escalation before message is saved |
0001674375 SLA: Customer durations not applied correctly |
0001681942 SLA: Due date not updated with customer durations |
One of them resolved this problem at our system.
Udachi!
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