SLA missing when an incident ZMIV is dispatching

[former_member459194]

Hi all,

we facing the following problem in SM 7.1 - SP10. We open an incident ZMIV as key user and when we try (as a processor) to reassign internally, fields "First Response by:" and "Due by" are not populated.

At the same time, the bar showing percentage for IRT Status and MPT Status are set to 0%.

We followed all the customizing steps in SPRO/SAP Solution Manager/Capabilities(optional)/IT Service management /SLA escalation, but fields are always blank (and only in display mode)

Could you please help me/advice?

Thanks a lot!

Ines

[former_member190691]

Hi Ines,

Pls check the follow link, I configured the SLAs following these steps with success.

SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

Check if IRT Escalation and MPT Escalation are selected in Action Profile (step 4.2).

Regards.

Fernando.