You are using the SLA escalation procedure for Solution Manager Application Incident Management.
You are using report AI_CRM_PROCESS_SLA to update SLA data for incidents.
Report AI_CRM_PROCESS_SLA sets SLA status values, such as IRT Warning or MPT Exceeded, in Incidents. Schedule the report to run at regular intervals if you wish to use this function.
The report has several selection options:
SAP Solution Manager 7.1
Service Level Agreement, SLA, Escalation procedure, IRT, MPT, AI_CRM_PROCESS_SLA , KBA , SV-SMG-SUP , Service Desk / Incident Management , How To
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