SLA in ITSM - IRT/MPT calculated wrong

[richard_pietsch]

Hi,

I setup the SLA escalation in our solman according to the wiki pages and the howto guide from Dolores.

However I am facing the issue that whatever priority I choose for a message, IRT is always set to 480 mins, MPT to 960 mins although I deleted the deafult durations and defined SRV_RF_DURA/SRV_RR_DURA for each message priority. In the result the calculated dates/times are completly wrong.. any hints?

Regards, Richard

[VJain]

Hi Richard,

Please check:

1913133 SLA configuration hints for SAP Solution Manager 7.1

Please check into your system in CRMD_ORDER --> open an Incident --> In General tab at the bottom you will need to expand "INVESTIGATION ......." --> select Service Data tab --> Now check your service profile and Response Profile here. Also check Dates section and check if time defined there same as you defined during configuration or different. if different then somethign wrong here.

Duration until First reaction -

Duration until Service End -

Whereas in Service Profile you have defined:

SRV_RF_DURA -      - Duration until First reaction

SRV_RR_DURA -  - Duration Until Service End

Thanks

Vikram

[richard_pietsch]

Hi Vikram,

I checked the points you mentioned.. product investigation is assigned, there are the correct service and response profile too. But the calculated dates are wrong, e.g.

message created at WE 30.04.2014 13:53

calculated IRT FR 02.05.2014 11:53 << should be WE 30.04.2014 14:53

calculated MPT MO 05.05.2014 09:53 << should be WE 30.04.2014 17:53

see screenshot

Don't know what to check further..

Regards, Richard

[Former Member]

Hi,

I suppose you should check values mentioned in response profile.

Thanks & Regards,

Kumar D