Improper IRT and MPT Calculation in SLA management

[Former Member]

Dear Friends,

     We have configured the standard SLA management process, using the standard SLA determination, wherein SLA gets determined from service profile and response profiles assigned to product INVESTIGATION. We have created our custom service profile and response profile which we have assigned to the product INVESTIGATION. Now the profiles are getting identified correctly upon creation of incident however the IRT MPT calculations are going wrong.

For instance for Priority 1, we have set 1 Hour as IRT and 2 Hours as the MPT, however the IRT and MPTs are calculated like more then 8 hours or even more  and everytime it does a different calculation.

Please guide us on this.

Thanks

Manas

[Former Member]

Hello Manas,

Please try to check  SAP notes 1659388, 1999320, 1712653.

Make sure to check your time zones, business hours, factory calendar and duration types.

regards,

Grace