Stopping SLA clock in Service Request.

[Former Member]

Dear Colls,

I have searched the forums and discussions group and found that we don't have a SAP provided solution to stop the SLA clock when a SR status is changed from "In Process" to "Waiting" in CRM. The only way it can be achieved is through custom development.

If anyone of you have implemented the similar functionality in your projects, kindly help in sharing your thoughts on the below.

Technical details of BADI / Methods would be highly appreciated.

Thanks,

Sahil

[Former Member]

Hi Sahil

Yes, not standard functionality.

We used a Z table to store the Status changes, thus knowing when it was "In Process" versus "Waiting"

In the SLA Calculation we referenced this table to subtract the period when it was in a Waiting Status.

Hope this helps.

Regards

Arden

[Former Member]

Hi Arden,

Thanks for a prompt reply. Could you share some technical details for the same.

Moreover, I would like to know how you factored the Factory / Holiday calendar and the Daily service timings e.g. 8:00 A.M to 17:00 P.M.

Regards,

Sahil

[Former Member]

Hi Sahil

Unfortunately I no longer have access to that system.

There is a standard Badi which deals with the SLA calculation if I recall correctly. It should be visible from the SPRO settings around Incident Mamagement?

Regards

Arden