sapnote_0001674375, solution manager 7.1
TRANSCRIPT
7/28/2019 sapnote_0001674375, solution manager 7.1.
http://slidepdf.com/reader/full/sapnote0001674375-solution-manager-71 1/2
18.06.2013 Page 1 of 2
SAP Note 1674375 - SLA: Customer durations not applied correctly
Note Language: English Version: 21 Validity: Valid Since 05.03.2013
Summary
Symptom
You are using the SLA escalation procedure for Solution Manager Application
Incident Management.
The customer duration is correctly recorded and cumulated. Anyway, when
switching back to a relevant status (e.g. "In process") the percentages for
IRT and MPT increase significantly.
When switching back from a customer status to an SLA relevant status the
duration should be excluded so that the consumed durations should persist.
Other terms
Service Level Agreement
Initial Reaction Time
Maximum Processing TimeService Request Management
Reason and Prerequisites
The problem is caused by a program error.
Solution
Implement the correction.
Once this is done please adjust the customizing in table CRMV_SRQM_DATSTA
via TA SM30.
Attached to this note you find the list of records that need to be added or
deleted in the above mentioned table.
In case you are using a customized status profile in a customer namespace
or even an own date profile please apply the changes accordingly.
------------------------------------------------------------------------
|Manual Activity |
------------------------------------------------------------------------
|VALID FOR |
|Software Component ST SAP Solution Ma...|
| Release 710 SAPKITL702 - SAPKITL704 |
------------------------------------------------------------------------
Adjust the customizing in table CRMV_SRQM_DATSTA via TA SM30 according to
the content of the attached PDF files.
Header Data
Release Status: Released for Customer
Released on: 05.03.2013 14:00:20Master Language: English
Priority: Correction with high priority
7/28/2019 sapnote_0001674375, solution manager 7.1.
http://slidepdf.com/reader/full/sapnote0001674375-solution-manager-71 2/2
18.06.2013 Page 2 of 2
SAP Note 1674375 - SLA: Customer durations not applied correctly
Category: Program error
Primary Component: SV-SMG-SUP Service Desk / Incident Management
Valid Releases
Software Component Release From
Release
To
Release
and
Subsequent
ST 702 710 710
Attachments
File
Type
File Name Language Size
PDF CRMV_SRQM_DATSTA_SP04.pdf E 3 KB
Correction Instructions
Correcti
on
Instruct
ions
Valid
from
Valid
to
Software
Component
Typ
e
*)
Reference
Correction
Last
Changed
1075319 710 710 ST C SE7K001561 29.06.2012
13:06:07
1088538 710 710 ST C SH7K002744 25.06.2012
15:56:15
1427354 710 710 ST C SH7K002277 03.04.2012
11:36:38
1431466 710 710 ST C SD7K067655 03.04.2012
11:36:57
1478879 710 710 ST C SE7K001561 29.06.2012
13:05:50
1506333 710 710 ST C SE7K001794 31.07.2012
11:58:50
1506334 710 710 ST C S17K000766 31.07.2012
11:57:20
*) C Correction, B Preprocessing, A Postprocessing, M Undefined Work