IRT and MPT not update status some times

[Former Member]

Hello SAP Gurus,

Sometimes when the IRT Warning status is reach, the status of incident is update, for example:

Confirmed + IRT Warning.

But some times the status is not update.please check the attached file.

Somebody know, what happened?

Sorry for my english

Thank you

[Former Member]

Hi,

Maybe you have change incident in non-working time ?

Can you give detailed this error ?

SLA concept see below:

1. The Reporter creates an incident at 2 pm with the Incident Priority Level 2 (“High”).
2. The system sets the timestamp “Notification Receipt" which represents the initialization of the service start.
3. The system determines the right Service and Response Profile according to the specified SLA Determination Procedure (please refer to chapter “3 SLA Determination“ for further information).
4. Following configurations of the Service and Response Profile are taken into consideration:

• Within the Response Profile the “Duration Until First Reaction” for Priority Level 2 is set to 8 hours.
• Within the Response Profile the “Duration Until Service End” for Priority Level 2 is set to 14 hours.
• Within the Service Profile the “Availability Times” are set to daily availability from 8 am to 6 pm.
• The settings for “Availability Times” imply the “Off Times” configuration of daily service unavailability from 6 pm to 8 am.
• In general, the offered Service Profile describes a 7x10 Support Contract (daily 10 hours).

Timestamps for IRT (“First Response By”) and MPT (“ToDo By”) are calculated in the following way:

• IRT (“First Response By”) is set to 12 pm next working day (4h actual working day ending at 6 pm + 4h next working day starting from 8 am).
• MPT (“ToDo By”) is set to 6 pm next working day (4h actual working day ending at 6 pm + 10h next working day starting from 8 am).

BR, Baha.