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 .