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SLA Time Registration for Incidents is not Working

When checking at the existent incidents, it is possible to see that the SLA exists and the alert works for IRT/MPT. However the time registration is  not working, so the incident IRT and MPT remains at 0% (Green alert) independent of time.

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1. In SPRO, go to the step “Edit Availability and Response Times” (The path may vary based on your SP level). Read the description and the

run it.

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As it says in the requirements, The Profile definition requires a valid factory calendar.

2. Click on the button of “availability time” (little clock) for the service profile you have defined.

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In this example, the USA calendar is being used.

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3. Access transaction SCAL, select “factory calendar” and press the display button.

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3. check the calendar used

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Here you can see the calendar used is outdated. It is set as valid from 1996 up to 2010. This needs to be changed since as a requisite for the SLA funconality is

using a valid calendar.


To solve this issue you just need to do the following:

1. Access SCAL transaction, select “factory calendar” and press the edit button.

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2. Select the used calendar and press the change button.

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3. Change the timeframe in order to make it valid for the present date.

Done.

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