SolMan 7.1 SP6 - First reaction time is not recorded

[Former Member]

Hi gurus,

We are using SolMan 7.1 SP6. When we change the message status to "In Process" at the first time, the time stamp "First Reaction" is not recorded.

We find the note 1627988 - SLA: First Response not recorded. But it cannot be implemented.

I screened the settings in "Define Settings for Durations". there's no example to record First Reaction time. Should it be recorded automatically by the SAP program?

Could you advise us how to fix this problem?

Thanks for your support.

Regards,

HL

[vervinckt_joyca]

Hi,

Does your status "In Process" have the trigger INPR in the status profile?

Kind regards,

Joyca

[Former Member]

Hello!

have you done everything according to this doc

https://websmp108.sap-ag.de/~sapidb/011000358700000789962012E

Regards,

Diana

[Former Member]

Hi Diana,

Yes, I followed step by step in this document. Everything is ok except No First Reaction record..

I'm not sure there's some control missing in "Define Settings for Durations", or this should be controlled by SAP program? As note 1627988 mentioned but unfortunately it cannot be implemented.

Thanks,

HL

[Former Member]

Hi Diana,

Yes, I followed step by step in this document. Everything is ok except No First Reaction record..

I'm not sure there's some control missing in "Define Settings for Durations", or this should be controlled by SAP program? As note 1627988 mentioned but unfortunately it cannot be implemented.

Thanks,

HL

[dmitry_udot3]

Hello Le,

Have you resolved this problem?

I've the same in my system SP05 after all notes implementation...

Thank you in advance!

[Former Member]

Hello Dmitry,

I confirm this problem also exists on SOLMAN 7.1 SP05.

Also I still haven't found the solution for this.

I also followed the guide and created the service profile and response profile.

Linked both profiles to the SLA in product INVESTIGATION.

Please note that also my "Duration Until First Reaction" is 480 minutes = 8 hours.

I have never mentioned this in my response profile.

When I see your screenshot Le Thi Thanh, I see you have the same values.

Any idea if this is hardcoded somewhere?

Please advise.

Kind regards,

Wouter Huiberts

[Former Member]

W. Huiberts wrote:
... 
Please note that also my "Duration Until First Reaction" is 480 minutes = 8 hours.
I have never mentioned this in my response profile.
When I see your screenshot Le Thi Thanh, I see you have the same values.
Any idea if this is hardcoded somewhere?
Please advise.
Kind regards,
Wouter Huiberts

Hi, Wouter.

Values "480 min" and "960 min" for Duration Until First Reaction (SRV_RF_DURA) and Duration Until Service End (SRV_RR_DURA) are default values. You can see them here: SPRO - SAP SM - Capabilities (Optional) - ITSM - Date Profile - Define Date Profile. Look here for date profile SMIN_ITEM - double click on tab Durations. Here you can see those two durations and their default values.

BR,

Artem

[Former Member]

Hello Artem,

Thanks for your reply, this was quite usefull for me.

Please be informed that I found the solution for the first reaction:

Add the following line to table "CRMV_SRQM_DATSTA".

ZMIN0001 E0002 In Process SMIN_ITEM SRV_RF_DURA SMIN_RESPF

This will record the first reaction when the status goed into "In process".

Now I only have to find out how you can make the calculation only occur once.

Can someone help me with that?

Kind regards,

Wouter Huiberts

[Former Member]

W. Huiberts wrote:
Hello Artem,
Thanks for your reply, this was quite usefull for me.
Please be informed that I found the solution for the first reaction:
Add the following line to table "CRMV_SRQM_DATSTA".
ZMIN0001 E0002 In Process SMIN_ITEM SRV_RF_DURA SMIN_RESPF
This will record the first reaction when the status goed into "In process".
Now I only have to find out how you can make the calculation only occur once.
Can someone help me with that?
Kind regards,
Wouter Huiberts

Hi.

I am on SP5 and in my system First Reaction is recorded without problems when the status is changed from New to In process. And I do not have such a line with SMIN_RESPF because in this case every time when incident will get status In process - FIrst Reaction time will be updated.

BR,

Artem

[Former Member]

Hello Artem,

Thanks for pointing that out. Indeed this entry is responsible for recalculating the first reaction time when the status switched back to "in process". However when I do not make this entry, then I have the same problem as the owner of this topic.

I am also running on SolMan 7.1 SP5.

Can you please compare my Table "CRMV_SRQM_DATSTA" with yours. Perhaps I am missing something.

ZMIN0001	E0001	New	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0001	New	SMIN_ITEM	SRQ_WORK_DUR
ZMIN0001	E0002	In Process	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0002	In Process	SMIN_ITEM	SRQ_WORK_DUR
ZMIN0001	E0003	Customer Action	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0005	Applied in Production	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0005	Applied in Production	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0005	Applied in Production	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0005	Applied in Production	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0008	Confirmed	SMIN_ITEM		SMIN_COMPLET
ZMIN0001	E0008	Confirmed	SMIN_ITEM		SRV_CLOSE
ZMIN0001	E0008	Confirmed	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0008	Confirmed	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0010	Withdrawn	SMIN_ITEM		SMIN_COMPLET
ZMIN0001	E0010	Withdrawn	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0010	Withdrawn	SMIN_ITEM	SRV_RR_DURA

Please advise.

Thanks in advance!

Kind regards,

Wouter Huiberts

[Former Member]

Here you can see my table CRMV_SRQM_DATSTA:

ZMIN0001	E0001	New	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0001	New	SMIN_ITEM	SRQ_WORK_DUR
ZMIN0001	E0002	In Process	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0002	In Process	SMIN_ITEM	SRQ_WORK_DUR
ZMIN0001	E0003	Customer Action	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0003	Customer Action	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0004	Sent to SAP	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0005	Proposed Solution	SMIN_ITEM		SMIN_CUSTL
ZMIN0001	E0005	Proposed Solution	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0005	Proposed Solution	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0005	Proposed Solution	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0008	Confirmed	SMIN_ITEM		SMIN_COMPLET
ZMIN0001	E0008	Confirmed	SMIN_ITEM		SRV_CLOSE
ZMIN0001	E0008	Confirmed	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0008	Confirmed	SMIN_ITEM	SRQ_TOT_DUR
ZMIN0001	E0008	Confirmed	SMIN_ITEM	SRV_RR_DURA
ZMIN0001	E0009	Forwarded	SMIN_ITEM	SRQ_TOT_DUR

ZMIN0001	E0010	Withdrawn	SMIN_ITEM		SMIN_COMPLET
ZMIN0001	E0010	Withdrawn	SMIN_ITEM	SMIN_CU_DURA
ZMIN0001	E0010	Withdrawn	SMIN_ITEM	SRV_RR_DURA

BR,

Artem

[Former Member]

Hello Artem,

Thanks for sharing.

Based on your entries I see that, except for some custom descriptions and two additional entries, both our ZMIN entries in table "CRMV_SRQM_DATSTA" are the same.

Obviously the initial "First Reaction" calculation with user status "In process" is not triggered from within a customizing setting.

Yesterday I figured that there were some notes available for this problem, but this didnt work out.

I will create an OSS message for this problem and inform you when know where the problem occurs.

Thanks and regards,

Wouter

[Former Member]

hi,

what is your solman version, It is Tammy who created most of blogs in Time recording almost all the SM version,

Please check all the config you have done http://scn.sap.com/docs/DOC-27296

Thanks

Jansi

[Former Member]

Hi Jansi,

My SolMan is 7.1 SP 6. Do I have to config time recording so that the First Reaction date will be recorded? Because when I complete SLA config, all duration just works fine. I attach here my screenshot for your info.

Thanks in advance for your advice.