Incident Management IRT & MPT

[Former Member]

Hi,

I am not able to get the date & time in 'First Response by'  & 'Due by' in Incident.

After clicking on Incident creation it is in 'New' status. But it is not fetching IRT & MPT dates.

What could be the issue.

REgards

P Kumar

[Former Member]

Hi Kumar,

Please Go to the Link shared by Karthik.

And check whether you have maintained the Service Profile and Response Profile properly in COMMPR01 Trans.

Hope it Helps.

Regards,

Shashank Sahu

[Former Member]

Hello Praveen,

Did you check the time recording functionality SPRO ->SAP Solution Manager -> Capabilities -> IT service Management -> Time Recording.

Also check the SLA config SPRO -> SAP Solution Manager -> Capabilities -> Service Desk -> SLA Escalation.

Check the below notes as well related to SLA config:

1659388  ITSM: incorrect SLA calculation for time zones

1654642  SLA Escalation before message is save

1645278  SLA Escalation - UNCAUGHT_EXCEPTION Program RSPPFPROCESS

1641270  SLA: Customer durations considered in calculation

1627988  SLA: First Response not recorded

1626593  ITSM SLA calculation - divide by zero

1606197  SLA Escalation: Status is not set

1681942  SLA: Due date not updated with customer durations

1674375  SLA: Customer durations not applied correctly

Regards,

Laxman

[Former Member]

Hi Kumar,

Check the below document

Rg,

Karthik