Duration and Date Recording for Service Requests

This function allows you to define how to calculate how you record time spent on processing service requests, for example, an incident. You can record date information to evaluate if you are meeting the service profiles defined in the service level agreement (SLA).

Prerequisites

You have made the following settings in Customizing for Customer Relationship Management:

Defined date types and durations under Basic Functions Date Management Define Date Types, Duration Types and Date Rules .
Defined status profiles under Transactions Basic Settings Status Management Define Status Profile for User Status .
Assigned date types and durations to a date profile under Basic Functions Date Management Define Date Profile .
Assigned status profiles and date profiles to transactions under Transactions Basic Settings Define Transaction Types .
Defined date profiles for item categories under Transactions Basic Settings Define Item Categories .
Assigned item categories to transaction types under Transactions Basic Settings Define Item Category Determination .
Mapped the relationship between the user status, duration type, and date type under Transactions Settings for Service Requests Define Settings for Durations .

Features

You can view the duration and date information for a service request in the Service Level Agreements and the Dates assignment blocks.
You can define the durations that you want to record. There can be a one-to-one relationship between a user status and a duration or multiple user statuses can be combined together to calculate one single duration.
The total duration is recorded. This means that if a transaction is in the same user status more than once, the duration is the sum of all these durations.
You can set dates for date types when you change the user status of a service request. For example, the system sets the Closing Date of the incident when the user status is set to Completed.

Example

You want to record the total duration that a service transaction is in status New, In Process, and Customer Action. The time (duration) spent in status New and In Process represents the duration Processing Duration. The time (duration) spent in status Customer Action represents the duration Customer Duration. You combine the times spent in status New, In Process, and Customer Action to calculate the Total Duration.