MPT not Recalculating

[Saikumar]

Dear All,

we are on the Solution manager 7.1 Sp07,

When we set the status to customer action my SLA is stoped and that is the behaviour. The amount of time the ticket was in the customer action exceeded my high priority resolution time. And then my customer has replayed and set to "in process" accordingly the MPT should recalculate and it should show still green, but in my case MPT exceed's . In this case i havent spent much time on the ticket but still my MPT exceeds. I already Applied the Note 0001674375 SLA: Customer durations not applied correctly

Thank you,

Regard's

Sai

[Former Member]

Hello, Sai.

Was your issue solved? Could you provide us with the solution?

[Former Member]

Hi, Sai.

Try this note - Note 1771607 - AI_CRM_PROCESS_SLA: SLA user status is not set correctly

[Former Member]

Hello Saikumar,

Did you try with this note 1772624 - Incorrect calculation MPT percentage ?

BR,

SAPfan

[Saikumar]

Hi ,

I have gone through this note , But not sure this note is relavent to my issue . I am afried that existing SLA will disturb Bcz its a live system. SO i posted here if some one with the same experience can share their solution.

Thank you.

Regard's

Sai

[Former Member]

Hi Sai,

To get this work you need set all response time with only minutes ( no hours,days ), try this should work.

Also apply lates version's of notes 1659388, 1757571.

Regards Dan

[Saikumar]

Hi Sap Fan,

The given note is not relevant to my support package level.

ST 710 0007 SAPKITL707 SAP Solution Manager Tool

.

Regard's

Sai.