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) ?

[prakhar_saxena]

Hi Dimitri,

Your understanding is almost ok except the last 2 screenshots as they are not required for pausing the clock

Everything is already mentioned below link as i have shared with you in section 2.7

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

Basically it is only a 2 step procedure.

first create the status in status management

secondly maintained if customer status, in the IMG activity for customer status as shared. not mandatory to check any table like tj30 rather when you create an entry use F4 help to select the right status, that's it.:)

there is no need of getting so much confused. it is not so complex but I think you are exploring more than required 🙂

Please check the SLA guide again.

Thanks

Prakhar