SLA: MPT (ToDo By date) is not updated with customer durations

[Former Member]

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:

• 1674375 - SLA: Customer durations not applied correctly: completely implemented
• 1681942 - SLA: Due date not updated with customer durations: cannot be implemented (its symptom describes my problem, but I can't implement it)
• 1641270 - SLA: Customer durations considered in calculation: cannot be implemented

Need your help.

Best regards,

Artem

[Former Member · Accepted solution]

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.

[Former Member · Accepted solution]

Hi Artem,

Can you please elaborate this. I am facing the same issue.

Thanks

Smita