MPT Issues in Service desk 7.1

[Former Member]

Hello,

We are testing our SLA computation and found out the following:

1. that MPT continues to count even if message is in status "Sent to SAP". Sent to SAP status was already maintained in SPRO: Status attributes for SLA.

2. MPT turns back to zero once you change status from "sent to support" to "in process".

Do you have an idea on how to resolve this? We've been trying to look for a note but found none.

Thank you.

regards,

Grace

[Former Member · Accepted solution]

1. that MPT continues to count even if message is in status "Sent to SAP". Sent to SAP status was already maintained in SPRO: Status attributes for SLA.

Check this note: Note 1705846 - SLA Escalation while not responsible or available

2. MPT turns back to zero once you change status from "sent to support" to "in process".

I think this is because you do not have any entries for status "Sent to Support" in table CRMV_SRQM_DATSTA (as I can see on your screenshot).

Just add this strings in the table:

ZMIV0001	E0010	Sent to Support	SMIN_ITEM	SRQ_TOT_DUR
ZMIV0001	E0010	Sent to Support	SMIN_ITEM	SRQ_WORK_DUR

BR,

Artem

[Former Member · Accepted solution]

Hello Artem,

The correction instruction in the note is not applicable since we are in Support package SAPKITL708.

For the second item, these entries are already included in our config. The screenshot was just cut.

ZMIV0001 E0010 Sent to Support SMIN_ITEM  SMIN_CUSTL

ZMIV0001 E0010 Sent to Support SMIN_ITEM SMIN_CU_DURA

ZMIV0001 E0010 Sent to Support SMIN_ITEM SRQ_TOT_DUR

ZMIV0001 E0010 Sent to Support SMIN_ITEM SRV_RR_DURA

regards,

[Former Member · Accepted solution]

Algrace BELLINGAN wrote:
...
For the second item, these entries are already included in our config. The screenshot was just cut.
ZMIV0001 E0010 Sent to Support SMIN_ITEM  SMIN_CUSTL
ZMIV0001 E0010 Sent to Support SMIN_ITEM SMIN_CU_DURA
ZMIV0001 E0010 Sent to Support SMIN_ITEM SRQ_TOT_DUR
ZMIV0001 E0010 Sent to Support SMIN_ITEM SRV_RR_DURA
regards,

"Sent to Support" is not a customer status, so you should not have lines that I struck out above. Also you should add SRQ_WORK_DUR for this status.

Otherwise after changing status from "Sent to Support" to "In process" you will update "Total Customer Duration" (SMIN_CU_DURA). This will update "Duration Until Service End" (SRV_RR_DURA) with the same time. This mean that your MPT % will become 0% again.

Example: your ZMIV-incident was created at 15:00. It gets status "Sent to Support" automatically. "Due by" date is at 16:00 (1 hout for a resolution). % of IRT/MPT start to grow. At 15:15 your processor takes this incident "In process". This 15 minutes are added to "Duration Until Service End" (SRV_RR_DURA). So now you have 75 minutes under "Duration Until Service End". And you have 1 hour for incident resolution again - that's why you've got 0% after status change.

P.S. I've checked SAP standard dates and durations for SMIV. And now I understand why you've maintained data for "Sent to Support" for ZMIV in such a way. But it is very strange, and you can feel it by yourself (when your MPT is updated incorrectly)...

BR,

Artem

[Former Member · Accepted solution]

Hi Artem,

You are right. It is weird why standard SMIV includes Sent to Support  status in the customer duration. Everything is working fine now.

I just need to make some changes to cater the requirement not to compute for MPT for certain categories.

Thank you.

regards,

Grace

[Former Member]

Hi Grace,

Please check the Specify Duration Settings, got SM34 : CRMVC_SRQM_SDP.

This help to define settings for duration.

Also Check the Note 1674375 - SLA: Customer
durations not applied correctly

Rg,

Karthik

[Former Member]

Hi Karthik,

We have already checked that note but the correction instruction is not applicable to our support package since we are currently in SAPKITL708.

regards,

Grace

[Former Member]

Hi,

what is your solution manager version, check the sap note Note 1892046 - SLA: status "MPT Exceeded" is set incorrectly applicable?

Thanks

Jansi

[Former Member]

Hi Jansi,

We are in SolMan 7.1 sp08. The note you provided does not include the sent to sap status in the symptom. Nevertheless, we are scheduled to apply the note today to fix other inconsistencies in MPT (change the user status from "Sent to Support" to "In process").

We will confirm if this will resolve the other issues as well.

regards,

Grace

[Former Member]

Hi Algrace,

The error might be in the "Define Settings for Durations" setup.

Set up for "Sent to SAP" is in bold. For Statuses that should be included in MPT calculation, copy from E0002. For statuses that should not be included in the computation of MPT copy E0003. You might not need to use SMIN_ITEM if you're not using it in your sytem (you might be using ZMIN_ITEM).

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 SMIN_CUSTL
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_CUSTL
ZMIN0001 E0010 Withdrawn SMIN_ITEM SMIN_CU_DURA
ZMIN0001 E0010 Withdrawn SMIN_ITEM SRV_RR_DURA

Hope this helps.

Sherwin

[Former Member]

Hi Sherwin,

This is already our current setup as shown in below screenshot.

Thank you.

regards,

Grace

[Former Member]

Hi, Grace.

As seen in the screenshot, you are using the Date Profile SMIN_ITEM. Try changinig it to ZMIN_ITEM.

Hope this helps.

Thanks,

Sherwin

[Former Member]

Sherwin Dan Casaol wrote:
Hi, Grace.
As seen in the screenshot, you are using the Date Profile SMIN_ITEM. Try changinig it to ZMIN_ITEM. 
Hope this helps.
Thanks,
Sherwin

It is not a very good idea. You can read about it here (4. Define Settings for Durations😞 1913133 - SLA configuration hints for SAP Solution Manager 7.1

BR,

Artem

[Former Member]

Hi Artem,

Yes you are right. We did not changed it to ZMIN since this is what SAP recommends based on the guide and the SAP note.

regards,

Grace

[Former Member]

Hi, Artem.

Thank you for the clarification. We are using ZMIN_ITEM in our system because we also use the item category ZMIP as seen in the screenshot below.

Thanks for sharing the document, Artem.

Regards,

Sherwin