Hi Experts,
I am using SAP solution manager 7.1 SP13, I have configured incident management with SLA determination and escalation.
SLA clock stops at proposed solution status and the due by is getting re-calculated when customer accept/ reject the solution.
my requirement: Due by date should be re-calculated only when the customer reject the solution. If the customer accept the solution due by date should not re-calculate.
I have assigned the duration SRV_RR_DURA at proposed solution status. Please advice.
Thanks
Kumar