Hello group,
I have set up SLA escalation and duration calculation (including availability/service hours) - which works fine basically. However, the values for total duration (SRQ_TOT_DUR) and working duration (SRQ_WRK_DUR) are only recalculated/updated when the status is changed (eg. from "forwarded" to "in process"). Is it possible to force a recalculation of SRQ_TOT_DUR and SRQ_WRK_DUR with every save?
If it is not possible to do this via customizing, I am thinking about doing this with custom code (still would have to find the correct methods or function modules, though). Any ideas or comments on that (might be a bad idea, I don't know)?
Thanks for all comments and replies!
Michael