SLA Time exceeding

[former_member225225]

Hai Guru's

i have a doubt regarding SAP SOLMAN SLA Time management.

' A'  is customer raised a ticket . For that 'B' consultant Responded and Changed the status of the ticket to "work in progress", in the same day B provided a solution and changed the status as "solution provided by Consultant" .  But for that solution A is not satisfied and reverted to change the modification then B Forget to change the Status to "work in progress"  .

note:- where as 'B' Consultant provided solution after 3 days

So here SLA time has to be Stopped when B provided the solution but it is not stopped and continued after changing the status to ticket closed.

que:- After changing the status to "solution provided" the SLA should stop but the Customer action is running .

plz provide any solution

Thanqs in advance.

[prakhar_saxena · Accepted solution]

Hi Syam

If you want to pause to stop SLA clock at certain status you need to define that status as customer status for incident

check below

SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

let say you define proposed solution as customer status

so in future when processor set this status SLA will be on HOLD and clock will stop

if user changes the status to Work in Progress then only it will start again or based upon your configuration any non SLA on hold status.

i hope this sufficient and clarifies your doubt.

Thanks

Prakhar

[rishav54]

Hi

As mentioned by Prakhar

You can go via SPRO->Capabilities->SLA Escalation-> Specifiy customer status

Thanks

Rishav