IRT/MPT status not set

[richard_pietsch]

Hi gurus,

I am facing an issue with my SLA config. Transaction ZINC was copied from SMIN, no major changes

The IRT/MPT warning/escalated status are not set although they are visible in CRM UI.

The appointments are calculated correctly, even the value (%) in CRM UI changes right,

but the email notification is not executed as the IRT/MPT Status are not set.

I cannot see them in CRMD_ORDER or the Status assignment block in CRM UI.

I followed the config. guides as well as note 1913133. What am I missing here?

Regards, Richard

[Former Member]

Hello Richard,

Have checked below point ?

10.1. Maintaining SLA E-mail Actions
In the standard SMIN_STD profile delivered by SAP, the following actions (smartform based) are responsible for generating e-mails once escalation conditions have been reached since SP04:
- ZMIN_STD_SLA_IRT_ESC
- ZMIN_STD_SLA_MPT_ESC
Please see the scheduling/starting conditions to ensure that they are appropriate for your customized transaction type ZMIN and ZMIN_STD action profile.
If you need to send also emails at warning times you will need to create actions:
- ZMIN_STD_SLA_IRT_WRN
- ZMIN_STD_SLA_MPT_WRN
Use the same settings than for the shown actions *ESC, the only difference is in the Start condition that you need to use IRT_WRN and MPT_WRN that do not exists by default, for fixing this:
1. Open BAdI implementation AI_SDK_SLA_COND in t-code SE19.
2. Change to Edit mode and deactivate this BAdI implementation.
3. Add Filter Values "IRT_WRN" and "MPT_WRN".
4. Save and activate the BAdI implementation.
Then, you will be able to select IRT_WRN / MPT_WRN from the start condition list.
10.2. Schedule SLA Escalation Background Job for triggering Email Notifications
Since SAP Solman 7.1 SP04:
/nSPRO -> SAP Solution Manager IMG -> SAP Solution Manager -> Capabilities (optional) -> Application Incident Management (service Desk) -> SLA Escalations -> Schedule Escalation Background Job
Schedule a job for report AI_CRM_PROCESS_SLA running every 10 minutes for example.
This job is updating the SLA data for the incidents setting the additional user statuses (IRT Exceeded/IRT Warning/MPT Exceeded/MPT Warning).

BR,

K.

[richard_pietsch]

Yes, I created the required actions for partner function SLFN0003.

Regarding AI_CRM_PROCESS_SLA.. when I execute the report with * in the selection screen it runs several minutes but I do not see any "results", it does not trigger anything...

But I am wodering about the assigned product... the system always assigns INVESTIGATION, which has no service or reaction profile maintained as I am using BAdI implementation to get these profiles. Does this has any impact?

[Former Member]

Hello again,

I create variant for the SLA job (AI_CRM_PROCESS_SLA) as below.

For the SLA assignement check SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

BR,

K.