Question About IRT - SLA Incident Management

[Former Member]

Good day experts, I need to configure the SLAs part of the Incident Management, but the Service Desk will be only used to send message to SAP, so the IRT will be the one that the client has under SAP contract for the very high and high incidents. The question is: which one will be the easiest to configure the IRT in a way that in only begins when the status is changed to Send to SAP? should I put the status In Process as Customer Time Status?

Thanks in advance

Paul

[former_member190691]

Hi Paul,

Check the follow wiki:

http://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management

In step 2.7 "list for each user status for a non-relevant" leaves out all the status less "Sent to SAP" status.

Regards.

Fernando.