Re: exclude lunch time in SLA calculation

Hi,

as standard you  can exclude sla calculation only by defining customer status.

but try via assigning lunch time in factory calendar, might affect in sla.

you can also define the date rules in date profile, assign the date profile in your ztransactions, you might achieve this requirement.

refer the section,

2.6       Settings for Durations

here SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wikia

check the same here in section 4, Incident Management: SLA configuration hints for SAP Solution Manager 7.1

check and update

Thanks

Jansi