on 08-26-2015 4:04 PM
Hi Experts,
We have configured ITSM including SLA on SAP SOlMan 7.1 SP13. Everything is working fine except SLA, Completed time giving wrong value.
Please see the below screenshots, I closed a ticket at 19.50(IST) but its showing 23:20 because of which MPT calculation is affecting.
in system time zone(CET) its giving value 19:50 instead of 16:20.
Problem is only with completed time of ticket.
System Time zone: CET
User(Support team member's) Time Zone: INDIA
Service Profile: UTC+5:30
Please suggest...
Regards,
Rahul
Hello Rahul,
I see that so much time spent since you posted the message. Did you resolved the problem?
I would like to understand how SLA works. Is it enough that service desk specialists set Time Zone or I should do some customizing for automatic determination of TZ (depending on TZ of a user or a specialist)?
Regards,
Artem
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