SLA: Customer time not taken into account when calculating MPT

[former_member806499]

Hello

We are using ITSM 7.2 sp8

Faced a problem:

The time spent on the status of "Customer Operation" in the incident is not taken into account when recalculating the MPT:

1 Message Processor sets the status to "In process"

2 Message Processor sets the status "Client operation"

3 After some time, the reporter returns the status "in processing"

But MPT was not recalculated taking into account the customer time.

Current settings:

1. In "Specify Customer Time Status" settings, this status is declared as customer status:

2. "Define settings for durations":

In the block "Service Level Agreement" in incident we see the time spent on the customer(27min):

But MPT was not recalculated taking into account the customer time(not added):

Additionally, I noticed that some records are missing in the "Date" block. Maybe this is also a consequence of this problem:

Notes that are somehow related to my problem have the status "Embedding not possible" (1641270, 1659388, 1674375, 1627988, 1626593)

I will be glad for any help

[former_member806499 · Accepted solution]

I solved the problem.

You must specify the values in SRV_RF_DURA and SRV_RR_DURA in minutes. According to the specified value of the "Base Unit of Measure" field in transaction COMMPR01 of the corresponding service product

[Nazarena]

Hello,

I have ti change units of measure to HOURS.

I configure this in COMMPR01

And this in Responce Profile

But it still in both measures, Hours and Minutes.

I need to calculate all in hours. I´dont know what´s wrong now.

[Nazarena]

Thanks!!! It worked!

[Nazarena]

Hi Daurenbek,

Could you solve the problem? I made the configurations according to the guide, I did the controls that were indicated above, and TODo By is not updated.

Regards,

Nazarena

[former_member806499]

Hello.

From your screen, I can conclude that your Responce Profile is set to a unit of time - an hour.

Match these units of measure with the Service Product you are using (transaction commpr01)

SPRO:

An important requirement for setting up SLA: the units of measure for Responce Profile and Service Product must be equal.

I did not know about this and spent a lot of time troubleshooting.

if you have any questions - write to me

[VigneshPrabhu99]

Hello daurenn,

First of all, thanks for detailed question with all necessary screenshots.

Time spent by a ticket in of the customer duration status will NOT be added in the SLA calculation (IRT and MPT).

In your case, based on the 'Define settings for durations' - Customer Action will be added only to Total time Duration (SRQ_TOT_DURA), Duration until service end (SRV_RR_DURA), Total Customer Duration (SMIN_CU_DURA).

If you want to capture the time spent by ticket in Customer Action to your SLA, then you need to first remove

this status from 'Specify Customer Time status' step and add this step under 'Define settings for duration' with parameter SRQ_WORK_DURA - Total Work Duration.

Read below blog for detailed SLA setup in SolMan, even though it refers to 7.1 but still ITSM remains the same in SolMan 7.2

Incident Management: SLA configuration hints for SAP Solution Manager 7.1 | SAP Blogs

Kindly mark my answer as correct / helpful if it solved your problem.

Thanks,

Vignesh

[former_member806499]

Hi, Vignesh

thanks for the answer,

but:

your comment: "In your case, based on the 'Define settings for durations' - Customer Action will be added only to Total time Duration (SRQ_TOT_DURA), Duration until service end (SRV_RR_DURA), Total Customer Duration (SMIN_CU_DURA)."

But, the problem is that after the return of the incident from the status "Customer operation" to the status "In process" this duration not added to SRV_RR_DURA.