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exclude lunch time in SLA calculation

Former Member
0 Kudos

Hi everybody,

is it possible to exclude the lunch time in SLA calculation?

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regards,

Yessen

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi,

as standard you  can exclude sla calculation only by defining customer status.

but try via assigning lunch time in factory calendar, might affect in sla.

you can also define the date rules in date profile, assign the date profile in your ztransactions, you might achieve this requirement.

refer the section,


2.6       Settings for Durations

here SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wikia

check the same here in section 4,

check and update

Thanks

Jansi

Former Member
0 Kudos

Hello Jansi.

Sorry for my delay and thanks for your advice.

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best regards,

Yessen

Answers (2)

Answers (2)

vervinckt_joyca
Active Contributor
0 Kudos

Hi Yessen,

You can add multiple lines in your SLA Service Profile.

Add a line for the hours before the lunch, and a line for the hours after the lunch, like this:

This way the SLA will not count between 12:00 and 13:00.

Kind regards,

Joyca

Former Member
0 Kudos

Hello Yessen,

When you set your calling hours in your BP, you may choose "daily periodic calling hours" then add 0900-1200 and 0100-0600.

regards,

Grace

Former Member
0 Kudos

Hi Grace,

thanks for your advice.

But how to exclude weekend days if I use 'daily periodic calling hours'?

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regards,

Yessen