Stop SLA TIme

Question

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

Answer 1

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