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ITSM-SLA - problems with IRT and MPT

robertom
Participant
0 Kudos

Dear,

I'm trying to set up an ITSM-SLA scenario according Oss note 1913133.

Despite I followed the not and the relevant documentation, I noticed the followings problems:

1) "First Response by" (IRT)  item  and the Maximun Process Time (MPT)  are  not calculated when the incident is created and it is in new status.

These items are only updated when the incident goes in status 'In Process'.

2)  the 'First Reaction ' item it's not updated when the incident  it's managed for the first time from the processor. It remains unfilled also when the incident it's confirmed.

The Service Profile/Response Profile are properly selected  by the system when the incident it's created.

They are linked to the Service Product Investigation

The Date

I double checked the status of table CRMV_SRQM_DATSTA, but everything seems to be ok.

What could be the reason of this behaviour ?

regards

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi Roberto,

I had the same issue recently.

Please check this blog - it helped me to fix my issue

http://scn.sap.com/thread/3257163

Looks like the status profile got somehow corrupted, and refreshing it from standard SMIN clears up the problem areas, so that SLA calculations start working as they should.

Regards

Elena

Answers (0)