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Non traditional SLA Calculation in SM 7.1 SP7

Hi Experts ,

I have configured SLA in solman 7.1 .

My requirement is to start the clock from some specific status not from the time when Incident is created in system(status= New) .

Like i have a status "Forwarded"  in ZMIN from which message has been set to " In process by support team " so between these status we want to do the first response calculation .

Like if message has been set to Forwarded on 12.30PM than calculated First response time should be 1Pm until its been set to In Process by support team .

Have maintained all non relevant status in Customer durations but still all the calculation are done from NEW status only ,

Kindly Help me out .


Aashish Rai

Former Member
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