on 09-12-2014 4:32 AM
Hi Experts,
I have configured SLA based on multi-level categorization schema: level 2 is Severity level 1,2,3,4 and for each severity I created a service product with specific response times.
It works only partially, i.e. when an incident first created and I select Severity in Level 2 category, and save the incident for the first time, what happened is : it figures the response profile correctly based on severity - I can see it in SLA assignment block - however dates are not calculated and left blank.
Once I make a change to Priority field or Level 2 (severity) - and save incident again - the dates are calculated properly.
Why they are not calculated at the ticket creation time ? What can be a problem ?
Appreciate any help.
Thanks
Elena
Hi Kamil,
I have just found one of your older posts http://scn.sap.com/thread/3257163
where you seemed to have similar issue.
So I followed your suggestion from that blog and updated the ZMIN from SMIN.
I remember when I originally copied ZMIN, the automatic copy did not work for some reason and I copied info manually, you know profile-after-profile....and obviously something was missed on the way.
Anyways - the update found lots of things to update, it overwritten some of my existing configuration, which is ok,
the main point is - SLA dates are now calculated at the very first save !!!
Dates are wrong, but this is different story:)
Thank you for your help
Elena
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Hello Elena,
Please follow the guide SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki and notes also
1748587 - SLA Time Registration for Incidents is not Working
1913133 - SLA configuration hints for SAP Solution Manager 7.1
Run tcode CRMD_SERV_SLA and check if your profile has SRV_RF_DURA (IRT) and SRV_RR_DURA (MPT) time maintained.
BR,
K.
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Hello Kamil, thanks for your reply.
The notes you gave me are helpful,
I did use the guide you mentioned when configuring SLA's.
I also re-checked everything using Dolores' blog mentions in note 1913133.
The only thing I noticed that was not correct is that I used Holiday calendar in availability profile instead of Factory calendar.
But I have changed the calendar definition just now, I use USA factory calendar - it is valid till 2050.
However still the dates are blank when incident is first saved.
When I change Priority - it gets recalculated.
I setup response times this way: for example for Severity 1:
for each of the 4 priorities response times I set the same - as I do not want it to be different by priority, but rather by Severity, which is level2 in Categorization:
and this response profile is setup in categorization for level 2 - for this example for Severity 1:
I know the determination works as it finds the response and service profile when incident is first saved - shown in SLA assignment block.
But why dates are not calculated on the first save ?
Any further ideas ?
Thank you
Elena
Hello Elena,
Please check note 1659388 - ITSM: incorrect SLA calculation for time zones if it's valid to your SP Solman lvl.
Also check tcode COMMPR01 if respnose profile and service profile is provided.
BR,
K.
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