Customer function for calculating duration times

[mrentzsch81]

Hello group,

Our IT management would like the actual duration (processing time, not the SLA profile) for service requests to be calculated based on more than the ticket status (support team etc). Is it possible to overwrite the standard calculation routine with a customer implementation using a BAdI or something similar? Any help would be very much appreciated.

Best regards,
Michael

[prakhar_saxena]

Hi Michael,

This is not supported in standard by SAP access sequence provided therefore you need to write a code in the BADI crm_sladet_badi as per your requirement.

you can check below thread and my reply on the same.

Hope this helps.

Thanks

Prakhar

[mrentzsch81]

Hi,

Thanks for your reply. I am already using this BAdI to determine the correct SLA profile (required first response time and duration). I don't know how to use this for calculating the actual duration. Can you give me another hint on this?

Regards,
Michael

[wlacaze]

Hi Michael

I can give you a clue where you can found a solution.

If you want to split the duration based on each service team, you need to use the time calculation and create a ITEM for each team that is part of the support process.

The following graphic explain the situation...

BR

@WenSolman

[mrentzsch81]

Thank you, I will have a look at your proposal.

Regards,
Michael