IP SLA calculation understanding

I find some issues in IP SLA measurements.
I have configured IP SLA jitter porbes, and get inconsisten results.
A debug on a probe provide :
12w4d: IPSLA-OPER_TRACE:OPER:2 udp-jitter STS: 55003580, RTD: 55003054, STD: 55003591, RTS: 55002774
12w4d: IPSLA-OPER_TRACE:OPER:2 udp-jitter rtt calculated greater than 86000000,probably clock adjusted by NTP
12w4d: IPSLA-OPER_TRACE:OPER:2 udp-jitter seq=1, rtt=1
Could you tell me what STS, RTD, STD and RTS mean ?
Many thanks

Dear Varma,
I’m pretty sure the ICMP is handled by the line-card’s CPU so the performance is based on the type of the line-card.
You can as well use the “start-time random” so there’s no huge influx of SLA operations at once
adam

Similar Messages

SLA Calculation needed to exclude Holidays, Weekends and Off business hours

Hello all,
I am to create a function that will calculate the minutes between two dates for company work hours, excluding the weekends.
The function here from RSingh() is ideal for this purpose; however I am now asked to excluded company holidays also.
http://social.msdn.microsoft.com/Forums/sqlserver/en-US/de4f7661-c702-4a10-ad06-3e28e4e0a83c/sla-calculation-help-needed-in-excluding-weekends-and-off-business-hours-for-calculation?forum=transactsql
With a table called 'holidays' that contains holiday dates. I would hope to modify the function to exclude these.
Please, how can this be accomplished?

My approach would be something like this
Populate a calendar table that includes a work start and work end time for each day (none for weekends and holidays)
SELECT *
INTO #cal
FROM (
   SELECT CAST('20140117' AS DATE) AS CalendarDate
       , CAST('20140117 09:00' AS DATETIME) WorkStart
       , CAST('20140117 17:00' AS DATETIME) AS WorkEnd
   UNION ALL
   SELECT CAST('20140118' AS DATE) AS CalendarDate
       , CAST(NULL AS DATETIME) WorkStart
       , CAST(NULL AS TIME) AS WorkEnd
   UNION ALL
   SELECT CAST('20140119' AS DATE) AS CalendarDate
       , CAST('20140119 09:00' AS DATETIME) WorkStart
       , CAST('20140119 17:00' AS DATETIME) AS WorkEnd
   UNION ALL
   SELECT CAST('20140120' AS DATE) AS CalendarDate
       , CAST(NULL AS DATETIME) WorkStart
       , CAST(NULL AS TIME) AS WorkEnd
   UNION ALL
   SELECT CAST('20140121' AS DATE) AS CalendarDate
       , CAST(NULL AS DATETIME) WorkStart
       , CAST(NULL AS TIME) AS WorkEnd
   UNION ALL
   SELECT CAST('20140122' AS DATE) AS CalendarDate
       , CAST('20140122 09:00' AS DATETIME) WorkStart
       , CAST('20140122 17:00' AS DATETIME) AS WorkEnd
   ) X
Use a query something like the following to work out the number of minutes
DECLARE @Start DATETIME = '20140117 13:00'
DECLARE @End DATETIME = '20140122 17:00'
SELECT SUM(diff)
FROM (
SELECT DATEDIFF(MINUTE, CASE WHEN CAST(@Start AS DATE) = CalendarDate
AND @Start > WorkStart THEN @Start ELSE WorkStart END, CASE WHEN CAST(@End AS DATE) = CalendarDate
AND @End < WorkEnd THEN @End ELSE WorkEnd END) AS diff
FROM #cal
WHERE CalendarDate BETWEEN CAST(@Start AS DATE)
AND CAST(@End AS DATE)
) X
Edit: Totally mucked up the example calendar table so I've changed it

SLA Calculation with reference to Customer reference object

Hi Experts,
For calculating the SLA using date profile, we have used the Customer as the reference object, but system is not considering the visiting hours
maintained for the particular partner.
Can any one help me to solve this issue.
With Regards
Nadh

Solved

ServiceDesk with status HOLD and SLA Calculation

Hello there experts,
I was trying to figure out a scenario with ServiceDesk and SLA... I got SLA working but thinking about the third parties that will be using the system we came up with the following Issue:
Imagine that you have a SLA enabled based on Priority then a new request of support came up... there´s a standard status called Proposed Solution... imagine that this is not the final status and its just a suggesting of solution then it must be tested by the "other side" of the support... so the SLA is counting and the bomb will blow up in the servicedesk hands but this is waiting a response from the "customer" or even a third party person that is not concerned about the SLA since its for the support and not for him.
I was thinking like: Why to control SLA if you cannot stop the clock for a "customer action"?
Some ideas came up my mind such put into the mentioned status some specific action but I dont have a clue if theres some CRM method that stops clock.
I saw some threads regarding the "Stop time" but none was conclusing... Am I thinking wrong with this "HOLD" status or u agree with me that this is a big lack of functionallity from SAP?
Thanks in advance for any idea/response/solution you may post here.

As usual a very good answer from you Pascal and I think it´s really something that lacks in Solution manager....
The "hold" status is something basic at any helpdesk functionallity who uses SLA to control the time.
I was just wondering that it could be a best practice to have a continuous clock ticking even in the situation of "Customer Action"... the SAP uses this status and I wonder if they track time and how they do that...
Anyway I am thinking to go for development but I am just leveraging some points.... following your instructions Pascal, I really have at the cockpit the option to go for Menu ->System->Changes Document to find the info about when the status was changed... Is there any other place I can check that?
Points awarded for your answer

Query regarding the variance calculation

Hi all,
Hope all are doing well. i have an query regarding the VARIANCE CALCULATION IN Production planning module.
here i could see KKS1,KKS2,KKA1 etc,. codes they are using in sap. can any one kindly clarify these codes and uses. pls
regs,
siva-v

Hi Siva,
To understand the basics of variance calculation in SAP, read below threads which will provide detail information on the same,
Basics of variance calculation-Understanding Period End activities, WIP and Variances
Variance Calculation -KKS1
How production order variance get calculated
Regards,
Narresh

ITSM-SLA -How to manage table CRMV_SRQM_DATSTA

Dears,
I have some question about table CRMV_SRQM_DATSTA:
1) according to the configuration guide of ITSM or SLA, Oss Note 1674375 should have a list of records to be added or deleted , but as I can see there is only one pdf attached with only a list of records , without any other indication about what should be added or deleted.
Maybe the full table content has to be replaced with the record listed ?
2) I'm using a customized Status Profile ZMIN0001 and a customer Date Profile ZMIN_ITEM.
So as first I'm adding to the table only those entryes for Status profile / Date Profile SMIN0001 /SMIN_ITEM modifying them as ZMIN0001 /
ZMIN_ITEM.
For example:
StatProf User Status Description Date Profile Duration Date TYpe
ZMIN0001 E0003 Customer Action ZMIN_ITEM SMIN_CUSTL
But the pdf attached to the note has also a lot of entries for others Status Profiles, like SMIN3RD1 or SMINHPQC
What these entries means and what should be done with them ?
Best Regards
bye

Hi Roberto,
first check whether the manual adjustment in table CRMV_SRQM_DATSTA is necessary for your release (only SAPKITL702 - SAPKITL704).
If you used the report AI_CRM_CPY_PROCTYPE to copy SAP standard to your custom transaction, the values in CRMV_SRQM_DATSTA are already set. You only need to adjust them if you have changed the status profile or have other requirements for SLA calculation.
The values for profiles SMIN3RD1 or SMINHPQC are defaults. You do not need them and they have no impact if you're not using the corresponding transactions.
There are some further information on table CRMV_SRQM_DATSTA here: Incident Management: SLA configuration hints for SAP Solution Manager 7.1
Regards, Richard

Stop SLA TIme

Hi Guys,
I am having a requirement in which there are 2 team working as a Support and SLA is implemented for the same.
Now the problem is Team A says when the ticket is assigned to Team B then the clock for SLA should stop as it is not assigned to them
How to meet this
Please help me
Pts will be rewarded
Edited by: Prakhar Saxena on Jul 20, 2009 11:15 AM

Hi Prakhar,
We have been trying to achieve the same. Not succesful yet.
We don't have something as direct Stop Clock. We need to manipulate around our Appointment Structure.
We need to arrive at a logic for this.
In standard system we have two durations First Response and Todo by. First Response is from message creation to "In Process" (or any status Change). To do by is from Message Creation till "Confirmed".
So we need to manipulate around the status, say "In Process by Team A" to "Confirmed" is the actual effort put by TEAM A say duration "TEAM A EFFORT". If there is any status change in Between say "In Process by Team B" we need to calculate and put in another duration type "TEAM B EFFORT"
We have the following options
1. Check this note 487601 - BAdI for customer-specific SLA dates - enhancement
This BADI has three Mehods, CALC_TIME_1, CALC_TIME_2 and APPT_FROM_ESCAL_REC.
The method CALC_TIME_2 has to be used to build your logic for SLA calculation.
The method APPT_FROM_ESCAL_REC has to be used for creating new SLA parameters. We may need to use both these methods. Sounds simple, but we have so many twists. The methods CALC_TIME_1, CALC_TIME_2 are called while creating the message.
These methods are not called during saving of a servicedesk ticket. This would be our requirement, since we are concerned with status change.
When we use method APPT_FROM_ESCAL_REC we need to create Duration Types in TIMECUST. You can check this Function Module as well CRM_SERVICE_CALC_TIME.
Also we are not able to track where the method APPT_FROM_ESCAL_REC is called.
2. Calculating a Duration
We need to define Date Type, Duration and Date Rule to calculate our SLA time. This we are able to configure. But again, we are not able to define our status changes in Date Rule. We have an option here, we can call ABAP code from date rule which may help us to derive at Duration, like First Response, Todo by.
3. Implement BADI ORDER_SAVE
We can use the BAPIs BAPI_ACTIVITYCRM_GETDETAILMULT and BAPI_ACTIVITYCRM_CHANGEMULTI to read and update the document with our SLA time.
We are exploring on possibilities of considering status change in "Date rule"
We are yet to break the ice. Will keep you posted. This is not normal requirement, keep your client posted on the effort required.
Hope this will help you.
Feel free to revert back.
-=-Ragu
Edited by: Raguraman C on Jul 21, 2009 11:18 AM

Service Contract Determination - Multiple sold-to-parties

Hello Gurus,
Can anyone help me on understanding this:
We know that in standard configuration, the sold-to party in the service contract and in the business transaction must be identical.
But It is possible to change someting so that we can assign a service contract to multiple sold-to-parties?
There must be a workaround to do this. Does anyone tried it?
Thanks and regards,
Bruno Garcia

Hello Ashwin,
We're using IC Webclient at our customer Call center. We register all contacts made in Interaction Record document, and all service requests in Service Ticket Document.
What we're trying is to define the same SLA agreement for all sold-to-parties partners. We did all configurations relationated with service profile, response profile, product and service contract.
However, SLA calculation only works if the sold-to-party partner of service ticket is the same that in the service contract. So that's why we put this question here.
We already tried to use CRM_SERVICE_CONTRACT and CRM_SRV_SLA_CALCTIME BAdI's, but no luck: they also seem to depend on this verification.
What we're trying to do is to skip this verification. We need to calculate the SLA for all service ticket, no matter what sold-to-party partner is.
Do you think this is achievable?
Thanks in advance,
Best regards

Service & response profile

HI all
Service profile & response profile are attached to product in SLFN transaction type.
How to get that (service & response profile ) from product for particular ticket.
Edited by: swapnil dharia on May 13, 2008 10:21 AM

Hi Swapni,
Service Profile and Response Profile can come in the service ticket only via Contracts.
i.e. u must have a contract which has ur product, in the item level service data tab service profile and response profile can be assigned or it get defaulted from the product master.
Than u need to maintain the contract determination setting like copy control, contract determination etc. So when u create a service ticket either as a follow up of service contract or the contract get determined while creating a service ticket, the response profile and service profile are copied and can be seen in the contract data tab at the item level.
Also a new SLA calculation is carried out in the service ticket, based on which the dates at the item level are changed.
In order to get the response profile and service profile without a contract you will have to use BADIs. This Badi shall read the response profile and service profile from the Product Master and trigger a new SLA calculation, based on which the dates in the Date Tab at the item level will be recalculated.
Hope this answers ur query.
Regards,
Shalini Chauhan

Column on incident view

The all incidents view has a date column but this is the legacy date and often contans no information,
how do I get the SLA calculated date as a coulmn on the incident view?
***Don't forget to mark helpful or answer***

By legacy date i mean target resolution date
***Don't forget to mark helpful or answer***

Calculation of SLA times based on Service Organization

Is it possible to calculate the SLA times based only on Service org?
a) Using Service contracts i.e create SC with only org and assign the Service & Response profiles.
Else as mentioned below.
Please give your more thoughts.
I maintain the Service & response profiles at "Maintain Availability and Response Times" .
Can I access these values directly in the BADI ?
My scenario is
a) An agent belongs to a service org.
b) I define these Profiles seperately for each Org (Org1 Org2 etc) at the above tcode.This manual entry.I know we dont have org to profiles mapping in the above tcode.I just painly maintain.
c) In the BADI i check the org entered in the complaint.
d) for Ex if the Org1 is entered I want to access the profiles for Org1.If else ladder.
e) then use these profiles to calculate the SLA times.
f) then save the document.
g) Also trigger an e-mail saying the above time lines.
Is the above flow possible??
Let me know if you want me to post this onto another thread.
Thanks
amol

Shalini,
I will be just maintaining the service and response profiles in the "Maintain Availa..." tcode.
There wont be exact mapping stored in any table.
My logic would be ,i dunno whether this right or wrong..
1) Once i get the Org ,I would compare like ths
if( orgdata = org1)
then service profile 1 etc.
2) then apply the profiles to the cal of SLA times.
I think we can achieve what you said using CRM_ORDERADM_I_BADI
Or we need to use the BADI's specifically mentioned for serv contract det and calculation of SLA.
As you know in SAP for SLA times we need to have the service contract for a) customer b) org and many other parameters.then to this SC we need to associate the service and response profiles.When the SC is determined in a complaint ,the serv and resp profiles will be used to get the SLA times.
But my requirement is to have determine the SLA times based on the service organisations.Not based on the customer and any other parameters.
For ex : If my serv org is in India the times would be diff ..if my serv org is in US the times would be diff.
So let me know what approach would be best ?
Use BADI's as above or does this approach of having define different Service contracts (without having Partner functions customer etc) for diff orgs?
Thanks
Amol

Disable Gain/Loss calculation for Secondary Ledger (SLA)

Hi Apps Gurus,
Currently I have the following functional SLA requirement:
I need to disable the Gain/Loss calculation in Secondary (subledger type) Ledger for AR invoice receipts in local/ledger currency. Below is the example, as it works now:
In the source primary ledger, on the AR invoice Receipt, there is NO gain/loss line, when paying ledger currency invoice on different date. But in the subledger accounting for secondary ledger there is calculated Gain/Loss line:
Example with Invoice No: 77775 in Receivables:
o     Primary Ledger currency: AUD
o     Secondary Ledger currency: USD
o     Invoice currency: AUD
     Invoice accounting entries for Primary Ledger:
-     GL date: 19-DEC-2012
-     Australia Spot rate for Primary ledger
Accounted_Currency=AUD, Entered_Currency=AUD
Revenue: Accounted_CR=4500.00 Entered_CR=4500.00
Recoverable Tax: Accounted_CR=450.00 Entered_CR=450.00
Receivable: Accounted_DR=4950.00 Entered_DR=4950.00
     Invoice accounting entries for Secondary Ledger:
-     USA Spot rate for Secondary ledger
Accounted_Currency=USD, Entered_Currency=AUD
Revenue: Accounted_CR=4325.00 Entered_CR=4500.00
Recoverable Tax: Accounted_CR=435.00 Entered_CR=450.00
Receivable:     Accounted_DR=4760.00 Entered_DR=4950.00
     Receipt accounting entries for Primary Ledger:
-     GL date: 20-DEC-2012
-     Australia Spot rate for Primary ledger
Accounted_Currency=AUD, Entered_Currency=AUD
Cash: Accounted_DR=4950.00 Entered_DR=4950.00
Receivable:     Accounted_CR=4950.00 Entered_CR=4950.00
     Payment accounting entries for Secondary Ledger:
-     USA Spot rate for Secondary ledger
Accounted_Currency=USD, Entered_Currency=AUD
Cash: Accounted_DR=4855.00 Entered_DR=4950.00
Receivable:     Accounted_CR=4760.00 Entered_CR=4950.00
Exchange Gain: Accounted_CR=95.00 Entered_CR=0.00
And we do not need the Gain line, despite the Receivable account would not be closed for this AR Invoice in Secondary Ledger.
Is there any option, functional setup in SLA, to disable calculation of Gain/Loss in such cases?
Many thanks in advance!
Krasen

Hi Ivruksha,
Thank you for looking into this case.
Of course if the Invoice was in foreign currency, there have to be a Gain/Loss line in the Primary Ledger.
But provided that in the Primary Ledger for NON-foreign currency invoice there is no FX lines, we don’t need such in the Secondary Ledger too. It’s a quite strange requirement, given the fact that the Receivable account balance will NOT be closed for this Invoice in the Sec. Ledger:
Dr: (Invoice) 4760.00$ and Cr: (Receipt) 4855.00$
So on the receipt I need the following acc. Entries for the Sec. Ledger (USD)
Dr: Cash 4855.00$
     Cr: Receivable 4855.00$
It is normal to have such functional behavior, provided that for the similar case in Payables there is NO FX line. See the example with AP Invoice in Sec. Ledger (USD):
Invoice GL date: 19-Dec-2012
Dr: Item Expense 4500.00 AUD / 4725.59$
Dr: Recoverable Tax 450.00 AUD / 472.56$
Cr: Liability 4950.00 AUD / 5198.15$
Payment Gl date: 20-Dec-2012
Dr: Liability 4950.00 AUD / 5184.46$
Cr: Cash 4950.00 AUD / 5184.46$
Fully balanced acc. entries, while the Liability account is definitely not closed from the both GL entries, which is accepted for the Secondary Ledger.
Hope this clears a bit more the case. I’ll appreciate any useful suggestions.
Of course the using “special” account code combination for recording the FX Gain/Loss in Sec. Ledger in the Account Derivation Rule as an workaround is a good option, if there isn’t any other.
Thanks and regards
Krasen

Need to understand how the PGI date is being calculated

Hi,
Need to understand how the PGI date is being calculated.
Does the PGI date get recalculated if the cusotme delivery date is changed.
Thanks,
Raki

Hi,
Thanks for the information and please let us know is there any calculation logic exist for that?
I have changed delivery date in the sales order and based on that-
- Transportation planning/material availability/loading/schedule line and confirmed quantity date was chaged.
Is this the - GI date - Transist time= PGI?
Thanks,

Improper IRT and MPT Calculation in SLA management

Dear Friends,
We have configured the standard SLA management process, using the standard SLA determination, wherein SLA gets determined from service profile and response profiles assigned to product INVESTIGATION. We have created our custom service profile and response profile which we have assigned to the product INVESTIGATION. Now the profiles are getting identified correctly upon creation of incident however the IRT MPT calculations are going wrong.
For instance for Priority 1, we have set 1 Hour as IRT and 2 Hours as the MPT, however the IRT and MPTs are calculated like more then 8 hours or even more and everytime it does a different calculation.
Please guide us on this.
Thanks
Manas

Hello Manas,
Please try to check SAP notes 1659388, 1999320, 1712653.
Make sure to check your time zones, business hours, factory calendar and duration types.
regards,
Grace

SLA in ITSM - IRT/MPT calculated wrong

Hi,
I setup the SLA escalation in our solman according to the wiki pages and the howto guide from Dolores.
However I am facing the issue that whatever priority I choose for a message, IRT is always set to 480 mins, MPT to 960 mins although I deleted the deafult durations and defined SRV_RF_DURA/SRV_RR_DURA for each message priority. In the result the calculated dates/times are completly wrong.. any hints?
Regards, Richard

Hi Richard,
Please check:
1913133 SLA configuration hints for SAP Solution Manager 7.1
Please check into your system in CRMD_ORDER --> open an Incident --> In General tab at the bottom you will need to expand "INVESTIGATION ......." --> select Service Data tab --> Now check your service profile and Response Profile here. Also check Dates section and check if time defined there same as you defined during configuration or different. if different then somethign wrong here.
Duration until First reaction -
Duration until Service End -
Whereas in Service Profile you have defined:
SRV_RF_DURA - - Duration until First reaction
SRV_RR_DURA - - Duration Until Service End
Thanks
Vikram

IP SLA calculation understanding

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