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SLA: MPT status significantly increase. Solution manager 7.1 SP4

Former Member
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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

Accepted Solutions (0)

Answers (3)

Answers (3)

Former Member
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Hello Pavel,

Please try with this note 1772624 - Incorrect calculation MPT percentage

BR,

SAPFan

vincentlim826
Employee
Employee
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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

Former Member
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Hi Vincent

About ZMIN_ITEM, i did copy SMIN to ZMIN but didn't copy SMIN_ITEM to ZMIN_ITEM and also where do we assign item to transactions? or how it works

Thanks and Regards

Dan

Former Member
0 Kudos

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

vincentlim826
Employee
Employee
0 Kudos

Hi Pavel,

Yes, my table CRMV_SRQM_DATSTA for SMIN_ITEM or ZMIN_ITEM has SRV_RR_DURA

Regards,

Vincent

Former Member
0 Kudos

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

vincentlim826
Employee
Employee
0 Kudos

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

dmitry_udot3
Participant
0 Kudos

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!

Former Member
0 Kudos

Hi, Dmitry!

Note 1627988 cannot be implemented in my system. Other notes completely implemented but it not solve my problem. May you give me your e-mail for discuss issue?