Non traditional SLA Calculation in SM 7.1 SP7

[Former Member]

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 .

BR

Aashish Rai

[Former Member]

Hi Ray,

Did you solve it? If yes, can you describe the solution for me?

Thanks in advanced.

[former_member45419]

Hi Aashish,

pls refer below links,

SAP Solution Manager - Basic functions 7.1 SP7

https://websmp101.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000739606&_SCENARIO=011000358700000002...

https://websmp130.sap-ag.de/sap%28bD1lcyZjPTAwMQ==%29/bc/bsp/spn/spat/index.htm?sp1=SAPKITL706

http://scn.sap.com/thread/2000896

Regards

Nayeem