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IRT trigger and computation

Former Member

on ‎02-26-2013 3:51 AM

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Hi, everyone.

We'd like to request for your help in connection with our requirement to compute for the IRT given the ff. service ticket creation steps:

1. A New ticket is created by Service Desk.


2. The Description, Sold-to-Party, Reported by, Priority, Category 1-4, Service and Response Profiles are then filled out.


3. The ticket is also set to In Process 1st Level or Escalated to 2nd Level (Status 2) depending on the concern.


4. The ticket is then saved by Service Desk which causes the automatic determination and e-mail notification of the Support Team.


5. The Support Team accesses the ticket and assigns a Message Processor.


6. The Support Team saves the ticket without changing the status which causes the Message Processor to receive an auto e-mail notification.

7. The Message Processor accesses the ticket and sets the status to Analysis/Design in Process or Dev/Config/Installn in Process (Status 3) and saves the ticket.

Although the IRT should be triggered only at this point (Status 3), the time consumed when the ticket was in Status 2 should be considered also in the overall IRT computation.  That is, the IRT should cover the time spent on the ff. statuses: New, Status 2 and Status 3.

I hope that you can assist us on this concern because we need to get this working as soon as possible.  Thanks.

Regards,

Theresa

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Former Member
‎02-26-2013 7:05 AM
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Hi Theresa,

As Richard mentioned here  http://scn.sap.com/thread/3309907, you can proceed. just adjust your status profile with the duration type SRV_RF_DURA

IMG task : define settings for duration

I havent tried, but logically it shoud work.

Please update.

Thanks

Jansi

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Former Member
‎02-26-2013 8:17 AM
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Hi, Jansi.

Thanks for your reply.  The configurations are actually all in place but the First Reaction date/time stamp in the test transaction still gets filled out with a date/time once the status is set to Escalated to 2nd Level.

The ff. is the set of SLA-related configurations for your reference:

                                

Define Settings for Durations                                                                                                                                                                                                                                                                                                                                                                                                                       

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               

Status
  Profile		User StatusUser Status
  Description		Date ProfileDurationDate Type
ZMIN0001E0001NewZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0001NewZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0002In Process First
  Level		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0002In Process First
  Level		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0002In Process First
  Level		ZMIN_ITEMSRV_RF_DURASMIN_RESPF
ZMIN0001E0003For Transport to QA
  Server		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0003For Transport to QA
  Server		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0004Sent to SAPZMIN_ITEM SMIN_CUSTL
ZMIN0001E0004Sent to SAPZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0004Sent to SAPZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0005For Transport to Prod
  Server		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0005For Transport to Prod
  Server		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0008ClosedZMIN_ITEM SMIN_COMPLET
ZMIN0001E0008ClosedZMIN_ITEM SRV_CLOSE
ZMIN0001E0008ClosedZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0008ClosedZMIN_ITEMSRV_RR_DURA
ZMIN0001E0009For EndorsementZMIN_ITEM SMIN_CUSTL
ZMIN0001E0009For EndorsementZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0009For EndorsementZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0010CancelledZMIN_ITEM SMIN_COMPLET
ZMIN0001E0010CancelledZMIN_ITEM SRV_CLOSE
ZMIN0001E0010CancelledZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0010CancelledZMIN_ITEMSRV_RR_DURA
ZMIN0001E0011IRT ExceededZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0011IRT ExceededZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0012IRT WarningZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0012IRT WarningZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0013MPT ExceededZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0013MPT ExceededZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0014MPT WarningZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0014MPT WarningZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0015Escalated to 2nd
  Level		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0015Escalated to 2nd
  Level		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0016Escalated to 3rd
  Level		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0016Escalated to 3rd
  Level		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0017Escalated to 4th
  Level		ZMIN_ITEM SMIN_CUSTL
ZMIN0001E0017Escalated to 4th
  Level		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0017Escalated to 4th
  Level		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0019Analysis/Design in
  Process		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0019Analysis/Design in
  Process		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0019Analysis/Design in
  Process		ZMIN_ITEMSRV_RF_DURASMIN_RESPF
ZMIN0001E0020Dev/Config/Installn
  in Process		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0020Dev/Config/Installn
  in Process		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0020Dev/Config/Installn
  in Process		ZMIN_ITEMSRV_RF_DURASMIN_RESPF
ZMIN0001E0021For Unit/Modular
  Testing		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0021For Unit/Modular
  Testing		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0022For Integration
  Testing		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0022For Integration
  Testing		ZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0023For System TestingZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0023For System TestingZMIN_ITEMSRQ_WORK_DUR
ZMIN0001E0024For User Acceptance
  Testing		ZMIN_ITEM SMIN_CUSTL
ZMIN0001E0024For User Acceptance
  Testing		ZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0024For User Acceptance
  Testing		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0025Completed for
  Acceptance		ZMIN_ITEM SMIN_CUSTL
ZMIN0001E0025Completed for
  Acceptance		ZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0025Completed for
  Acceptance		ZMIN_ITEMSRQ_TOT_DUR
ZMIN0001E0027For Customer ActionZMIN_ITEM SMIN_CUSTL
ZMIN0001E0027For Customer ActionZMIN_ITEMSMIN_CU_DURA
ZMIN0001E0027For Customer ActionZMIN_ITEMSRQ_TOT_DUR

Specify Customer Time Status

                                       

Status
  Profile		User Status
ZMIN0001E0004
ZMIN0001E0008
ZMIN0001E0009
ZMIN0001E0010
ZMIN0001E0017
ZMIN0001E0024
ZMIN0001E0025
ZMIN0001E0027

Regards,

Theresa

Former Member
‎02-26-2013 8:25 AM
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hi,

may i knw this note is applicable for you, please check Note 1691338 - SLA: IRT not stopped when message is closed immediately

Thanks

Jansi

Former Member
‎02-26-2013 8:48 AM
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Hi, Jansi.

I don't think that the note you mentioned is applicable to us since the IRT stops when the ticket is set to Escalated to 2nd Level.  On the contrary, what we require is that the IRT triggers only after the ticket is set to Analysis/Design in Process or Dev/Config/Installn in Process after it was saved from Escalated to 2nd Level as I mentioned in my earlier post.

Are the configurations that I sent earlier correct?

Regards,

Theresa

Former Member
‎02-26-2013 9:11 AM
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hi,

it doesnt matter, where ever you place the data type, that should work accordingly, just set the status as completed and check IRT stops or still running.

Please update.

Thanks

Jansi

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