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Function documentationCalculating Service Times


When a message is created, this function calculates the initial response time within which the support organization is to respond to the message with a measure, and the maximum processing time for the message, for example based on the message priority. The system takes into account the actual service availability and does not include times outside this availability when calculating these metrics. The system determines other time periods to be excluded based on the user status, such as when the message status is set to Customer Action, and excludes these periods from the calculation.

You can check the IRT status (for the initial response time) and the MPT status (for the maximum processing time) in the actual message as well as in the result list for messages in the WebClient UI. The icon for the IRT and MPT status is displayed in yellow (warning) when the service duration reaches 60% and in red when it reaches 100% (escalation).

Service times are calculated to determine service level agreement (SLA) compliance.


The readiness and reaction times profiles are specified and assigned to a service product. In SAP Solution Manager Configuration, in the IT Service Management scenario, you adjust the default settings in the Start of the navigation path Perform Optional Configuration Next navigation step Configure Manually End of the navigation path step, in the Configure Service Level Agreement activity.


The following data is defined:

  • Service availability: Monday to Friday from 8.00 a.m. to 5 p.m.

  • For messages with priority very high:

    • Initial response time (IRT): one hour

    • Maximum processing time (MPT): two hours

  • When the status is set to Customer Action, the MPT status is frozen to prevent an escalation.

At 4:30 p.m. on a Friday, a customer creates a message with the priority very high. The system calculates the following data:

  • First Response By: Following Monday at 8:30 a.m.

  • Due On: Following Monday at 09:30 a.m.

On Friday at 5 p.m., the system sets the IRT status to 50%, because half of the time defined for First Response By has passed and half an hour of the hour permitted for the initial response time has passed. The MPT status is set to 25%, which means half an hour of the two hours permitted until the due time has passed. No further calculations are made between this time and 8.00 a.m. on Monday.

At 8.00 a.m. on Monday, the processor sets the status of the message from New to In Process. The IRT status remains set to 50%. The processor now sets the status to Customer Action (this status can only be set from the processing status). The MPT status remains set to 25% until the processor sets the status back to In Process.

At 9.00 a.m. on Tuesday, the processor sets the status to In Process. The system calculates the maximum processing time again and changes Due On to 10.30 a.m. on Tuesday. Recording resumes for the MPT status at 25%. Slight deviations are possible because the system is configured to consider only full hours when recording the Customer Action time.

The message is escalated at 10:30 a.m. on Tuesday if the customer does not set the status to Completed or back to Customer Action in the meantime.