ITSM - Change the IRT and MPT trigger

[Former Member]

Hi,

I'm currently setting up SLA's for my company in ITSM, due to the SAP documentation and the web, I had no big trouble to set them up. However I have one issue :

How do I set up the trigger for IRT and MPT ? What I mean is that the IRT is considered "answered" when the status comes from "new" to something else. I would like to customize it. So when the L1 set the status from new to (for exemple) status 1, the IRT is still ongoing, but when it goes from status 2 to 3 THEN the IRT is considered answered. Same for MPT.

I haven't found any answers (probably because I lack the vocabulary), do you have any help ?

[prakhar_saxena · Accepted solution]

Hi Dimitri,

Basically the IRT is the NEW to IN PROCESS status changed time and MPT is the NEW to CONFIRMED(final) changed time.

https://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management

you can see the SLA block of an incident for calculated time by SLA and real time.

You can also setup multiple SLA in 7.1, check my below blog series.

https://blogs.sap.com/2014/05/12/how-to-configure-multiple-sla-based-upon-mlc-in-it-service-manageme...

https://blogs.sap.com/2014/06/02/how-to-configure-multiple-sla-based-upon-mlc-in-it-service-manageme...

https://blogs.sap.com/2014/08/07/how-to-configure-multiple-sla-based-upon-mlc-in-it-service-manageme...

https://blogs.sap.com/2014/08/07/how-to-configure-multiple-sla-based-upon-mlc-in-it-service-manageme...

hope this helps

thanks

Prakhar

[Former Member · Accepted solution]

Hello Prakhar,

Thanks for the information, your blog series has been very usefull for me to have a good understanding of SLAs. Also, on a side note, I found a user with the same question as me https://archive.sap.com/discussions/thread/3441308 so I guess I can just toy around with the customer action status 🙂

[prakhar_saxena]

Hello Dimitri,

You are always welcome and all the best for your configuration.

Feel free to configure customer action status but make sure you have maintained the it in CUSTOMER status IMG activity then only clock will be paused for the moment it is in this status.

Feel free to close the thread and come back with new queries you have.

happy to help again

Thanks

Prakhar