Re: SLA in ITSM - IRT/MPT calculated wrong

Hi Richard,

Please check:

1913133 SLA configuration hints for SAP Solution Manager 7.1

Please check into your system in CRMD_ORDER --> open an Incident --> In General tab at the bottom you will need to expand "INVESTIGATION ......." --> select Service Data tab --> Now check your service profile and Response Profile here. Also check Dates section and check if time defined there same as you defined during configuration or different. if different then somethign wrong here.

Duration until First reaction -

Duration until Service End -

Whereas in Service Profile you have defined:

SRV_RF_DURA -      - Duration until First reaction

SRV_RR_DURA -  - Duration Until Service End

Thanks

Vikram