SAP Knowledge Base Article - Preview

1913133 - SLA configuration hints for SAP Solution Manager

Symptom

  • 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


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Environment

SAP Solution Manager

Product

SAP Solution Manager all versions

Keywords

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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