ITSM - How do custom status work ?

[Former Member]

Hi,

I have a customer that has ITSM set up and it was done by another company, however he has trouble with IRT and MPT as sometimes those are exceeded while they should not. I reckon it may be because of impropoer status management as they have custom status and maybe some of those custom status are not considered "customer time" thus compromising the SLAs. Hence why I would like to know how to check that out.

They have custom status for incidents (like "sent to L2" or "Awaiting approval of Designer desk" and so on) but I can't find what user status (E004, E0008...) is linked to those custom status

I tried out the SPRO activities, however, the mapping table is left blank, but I thought that it was there that a status (for exemple "E0004 : customer time" or "E0008 : completed") was assigned to a custom status so since that's left empty, where should I check ?

Also, I am not sure if I understood the status working properly. If I understood properly, there are basic SAP status (forwarded, completed, sent to sap, in process..). When IRT are implemented, the IRT is when the status goes from "new" to something else. For the MPT it's when the ticket's status goes to "completed".

In case of custom status, you have to map the custom status (ex. "incident closed") to the SAP status (ex. E0008) so when I put the incident to my custom status "incident closed", it'll be closed and flag the MPT. Or if I have a status "sent to designer desk", and don't want it to impact the MPT, I'll assign E004 ("customer time") to this custom status "sent to designer desk" ?

Did I understand the status properly ? Do you have any guide or documentation about it ? Where can I check the link between custom status and E0*** status ? (besides the SPRO mapping table) ?

[Former Member · Accepted solution]

Hi,

I finally had access to a test solman where I could try to create a status.

Actually it's quite easy to understand now ! I just have to create the new status in the SPRO activity and give it a description and status (ex. : TEST and "Test status"). The system automatically created a new E* status (E0020) and if I wanted to put this incident in customer time, I'll just have to add it in AISTATUS_SLA.

If on the opposite I want it to close the incident, I'll just have to change the transaction INPR to FINI in the SPRO activity.

Thanks for your help !