- Escalation procedure
- Service Level Agreement SLA
- IRT and MPT durations are not calculated correctly
- The values are defaulting to 480mins & 960mins
Duration Until First Reaction 480 Minute
Duration Until Service End 960 Minute
SAP Solution Manager
incident management, service desk, solman, solution manager, SLA, IRT, MPT, AI_CRM_PROCESS_SLA, SMIN_STD_SLA_IRT_ESC, SMIN_STD_SLA_MPT_ESC, 480, 960 , KBA , SV-SMG-SUP , Service Desk / Incident Management , How To
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