SLA Completed time coming wrong on status confirmed & Withdrawn solman 7.1 sp13

[Former Member]

Hi Experts,

We have configured ITSM including SLA on SAP SOlMan 7.1 SP13. Everything is working fine except SLA, Completed time giving wrong value.

Please see the below screenshots, I closed a ticket at 19.50(IST)  but its showing 23:20 because of which MPT calculation is affecting.

in system time zone(CET) its giving value 19:50 instead of 16:20.

Problem is only with completed time of ticket.

System Time zone: CET

User(Support team member's) Time Zone: INDIA

Service Profile: UTC+5:30

Please suggest...

Regards,

Rahul

[former_member182655]

Hello Rahul,

I see that so much time spent since you posted the message. Did you resolved the problem?

I would like to understand how SLA works. Is it enough that service desk specialists set Time Zone or I should do some customizing for automatic determination of TZ (depending on TZ of a user or a specialist)?

Regards,

Artem