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).
You have made the following settings in Customizing for Customer Relationship Management
:
Defined date types and durations under
.Defined status profiles under
.Assigned date types and durations to a date profile under
.Assigned status profiles and date profiles to transactions under
.Defined date profiles for item categories under
.Assigned item categories to transaction types under
.Mapped the relationship between the user status, duration type, and date type under
.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
.
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
.