First reaction calculation

[Former Member]

Hi all,

SolMan SP12. In ZMIN  first reaction is calculated when status is "Sent to group". We need the calculation

when status is "In Process" as supposed to be. Please advise.

Best wishes,

Oleg

[rishav54 · Accepted solution]

Hi Oleg

Usually the first reaction will be calculated when you update the status once from initial status.

If you want to know the time spent by an incident only in the "In process" status, you can create the duration types for same.

Assign this duration types to the status values.

Thanks

Rishav

[Former Member · Accepted solution]

Hi Rishav,

Thanks for your reply. If I assign a new duration type what would be with IRT control? Do I have to customize this behavior?

Best wishes,

Oleg