https://wiki.scn.sap.com/wiki/display/SAPITSM/Service+Level+Management

IRT: initial response time

The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA. This is realized via the “First Response By” timestamp which clarifies until what point in time the processor’s reaction on the created incident has to be performed at the latest.
When the processor starts processing the incident then it is enriched with the timestamp “First Reaction” for actual first reaction by the processor.

MRT:

The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA.

最后

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