Dear Solution Manager experts,
I have been configuring the SLA part of the Incident Management Solution Manager 7.1. SP10.
Everything works fine, except:
My Response Profile where I store durations SRV_RR_DURA and SRV_RF_DURA is getting populated to the Incident Message only partly.
In the message I can see the value (in minutes) from my SRV_RR_DURA (Duration Until Service End) and this is correct. Nevertheless duration that I store in SRV_RR_DURA for the same Response Profile is not getting populated and I get the default SAP value 8 HOUR.
I have checked and the whole configuration seem perfectly fine. I have based my SLA Determination on Service Product and I assigned my Service and Response Profiles to the Service Product INVESTIGATION.
In addition, in my Date Profile I have removed all the Default durations, but I didn't help (yes, it was a desperate try). If both duration values were not populated, than I would jump to the conclusion that something is wrong with the Response Profile Determination. But if half of it works fine, there must be something else.
If anybody is interested, I can share my solutions to some of the problems that I noticed while searching this forum (e.g. how to get the First Reaction Timestamp in the message and similar). As I can see, there is lack of relevant guides and all the missing information I tried to figure out myself since there is nobody to ask in my place.
Best regards,
Kasia
I attach the relevant Printscreens. (I omit Response Profile, believe me, it is configured correct, according to all the guides).
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