on 04-11-2013 4:33 PM
Hi all.
We are using SAP SM 7.1 SP5.
During SLA configuration I've faced a problem:
When incident is sent back to the processor by reporter (from customer action/proposed solution to In process status) customer durations are calculated and fixed under "Total Customer Duration" (SMIN_CU_DURA). But MPT (ToDo By date) is not recalculated due to this value and doesn't change.
Statuses Customer action and Proposed solution are maintained in table AISTATUS_SLA.
Note implementation status in my system:
Need your help.
Best regards,
Artem
The problem was in my misunderstanding of the MPT recalculation logic. I thought it was more complex, but the idea of recalculation is just in extending Duration Untill Service End (SRV_RR_DURA) with customer durations after changing customer statuses on processing statuses.
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