How to make the SLA time stop when the status of SR is set to Customer Action?
Dear All,
When a Service Request is created, the agent take over this SR and then set the status to Customer Action. I know the CRM 7.03 has the ability to exclude the Cumtomer Action time out form the Response time of SLA. However, I don`t know how to set it up. Could somebody help to give me some information about this?
I noticed that in SLA, there is a Work duration(SRQ_WORK_DUR) and a Total Duration(SRQ_TOT_DUR), which Duration is used to affect the traffic light of SLA MPT time?
Thank you in advance.
BR,
Elvis
Hi,
in fact you can only trace duration of Customer Action status lifetime - this you can do by
SPRO -> ... -> Define Settings for Durations.
and SPRO -> ... -> Date Management to create this new duration and add to SR dates profile.
So then in Dates tab of Service Request you will have new duration called eg. Customer Action.
If you would like to additionally exclude it from Due Date, so you should then add this status lifetime to Due Date - then Due Date would be pushed to the future (eg. Customer Action status took 3 hours, so after changing status to other one you can write down this time to duration, and then add to Due Date).
For that you need to have a development - eg. using CRM BT Events, or in WebUI layer.
BR
Radek
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