Incident Management - First Reaction

[Former Member]

Hi,

I am facing an issue in Incident Management where 'First Reaction' is not getting populated.

When status of Incident changes from 'New' to 'In Process', 'First Reaction' Date & Time should appear in 'Service Level Agreement' Assignment block. But this is not happening.

Can anybody tell me is it a bug OR some missing configuration.

Regards

PK

[Former Member · Accepted solution]

Thanks All,

Issue got resolved after I created another one more Transaction type i.e. copy of SMIN.

In my earlier copied Transaction, conditions were missing .

Regards

PK

[Former Member · Accepted solution]

Hello,

May I know you missing conditions? I made some changes in our SLA to accommodate the duration for the new status. However, when i reverted back my changes, the initial reaction time is not anymore recorded.

regards,

Jai

[Former Member]

Hello PK,

What version of Solman do you use ? Have maintain  Availability and Response Times using SPRO tcode?

Please check notes 1627988 - SLA: First Response not recorded

1789347 - Fixed IRT recalculated on priority change

Also read trough wiki page SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

BR,

K.

[Former Member]

Hi BR,

Thanks. I am using SP10. These notes are not applicable as we are at higher version.

Not sure if anybody faced this issue in SP10.

Regards

PK

[Former Member]

Hi PK,

Please confirm that you have matainained Availability and Response Times properly for user status.

Also check hints using below note is valid for your version also:

1913133 - SLA configuration hints for SAP Solution Manager 7.1

BR,

K.