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
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) - 1641270 - SLA: Customer durations considered in calculation: cannot be implemented
)
Need your help.
Best regards,
Artem