SLA Configuration for different priority

[jorgeluis_marquezhernande]

Hello guys

Can anybody help me to know how can achieve next SLA configuration. I need to configure a Service profile 7*24 for priority Very High  and Service Profile 5*8 for other priorities.

I tried this creating both service profile. I created 2 service products and add both to the service contract. But when I open a corporate message error is showed.

If I select one of them and after that I need to change priority, Time are not calculated. correctly.

Please help me to know if it is possible. If yes, how it must be configured.

Thanks in advance.

Best regards

Jorge Luis Marquez

[Former Member · Accepted solution]

Hi,

Goto CRMD_SERV_SLA and maintain the service profile .

Please check the below document on pg 20 for more details

https://websmp210.sap-ag.de/~sapidb/011000358700000789962012E

Rg,

Karthik

[jorgeluis_marquezhernande · Accepted solution]

Hello Karthik

Thank you for reply.

I forgot to comment that I am working in Solution Manager 7.0 EHP1 SP 26.

Yes, I went to CRMD_SERV_SLA and created 2 service profiles. Fisrt one for 7x24 with response file only for priority 1 and second one 5x8 with response file for priority 2, 3 and 4.

Also I created 2 service products. But I don't find how to configure in order when I create support messages, it select correct product. I mean if message is priority 1, calculation of response time and time for completion will be calculated based in 7x24, But if I change to priority 2, 3 and 4, it has to calculate based in 5x8.

I see in http://scn.sap.com/docs/DOC-46493 that Dolores Correa comment that It is not possible in standard configuration.

Do you think that it is possible?

Have you seen this configuration in 7.01? If yes, could you explain how it can be configured?

Thanks in advance.

Jorge Luis Marquez

[Former Member · Accepted solution]

hi,

SLA itself determined either using service product (where you define your response profile and service profile) or with the various selection criteria like ibase, sold to party,

for more understanding check step 7, How it works in the below guide, 7.0 guides give more clarity on this topics.

Hence with the standard settings, prio based SLA determination couldnt posible.

but in the 7.1 guide its mentioned for Customer SLA determination can be done via BADI , have you checked those possibilities.

Also i found that response time based on multilevel category

Please check

Thanks

Jansi

[Former Member · Accepted solution]

Hi Jorge,

In Solman 7.01 SLA determination for 2 service provider needs to defined in the service contract, Service contract call the SLA .

In Solman 7.1, achieved in Master data -> accounts  , define the service profile and response profile in the service level.

Rg,

Karthik

[jorgeluis_marquezhernande · Accepted solution]

Hello Jansi

Why It is not posssible with standard setting? What should I do? Programming?

Thanks for reply.

Best regards.

Jorge Luis Marquez

[jorgeluis_marquezhernande · Accepted solution]

Hello Karthik

Have you seen this configuration in 7.01? I really need a guide step by step how to configure this scenario. Also I want to be sure that it can not be possible as Jansi mentioned in order to tell to my customer if it can be done or not. Or how much effort it need.

I have read guides in SAP market place for 7.01 and 7.1. But they don't help me. Thay only mention 1 escenario. I want to mix escenario 7*24 and 5*8.

Let me know if you know anybody that has been done this.

Thanks.

Best regards

Jorge Luis Marquez

[prakhar_saxena · Accepted solution]

Hi Jorge

It can be achieved in various ways......i have also implemented with BADI using CRM_SLADET_BADI

to write the code as per our requirements and attaching the response and service profiles as per requirement

Just provide your custom config values of response and service profile etc and he can do this coding with the way you want;

Infact we have implement in VAR scnarios where multiple customer uses same solman with different sla in 7.0 and 7.1

Most of the bugs we have found are related to timezone settings ......SLA calcuation etc

hope this helps

Regards

Prakhar

[jorgeluis_marquezhernande · Accepted solution]

    Hi Prakhar

Thanks for reply.

is the same Bussiness Add-In for SLA Determintation in 7.1 as Business Add-In for Calculating SLA Times in 7.01?

If yes, could you provide more info how it works? or I there any documentation about this?

Thanks In advance

Best Regards

Jorge Luis Marquez

[prakhar_saxena · Accepted solution]

Hi

This BAdI contains one method:

CRM_DETERMINE_PROFILE

• You can use this method to provide additional logic for determining SLAs.  For example, if you do not want the SLA  to be determined from existing SAP CRM objects such as service contracts, business partners, or organizational units, then you may implement the logic in this method for an alternative way of determining SLAs.

thus you can code it as per your req for attaching the sla

Regards

Prakhar

[jorgeluis_marquezhernande · Accepted solution]

Hello Prakhar

Do you have any code example for this? Should I contact my ABAP colleagues?

Thansk

Best regads

Jorge Luis Marquez

[prakhar_saxena · Accepted solution]

Hi Jorge

yes you need to connect with ABAP Team mates here.

Its easy to code for them based upon enhancement concept and you can provide your configuration parameters as they asked.

Regards

Prakhar

[Former Member · Accepted solution]

Hi Jorge,

We have a similar requirement so please let me know if you have found a solution for the same. Thanks.!

Regards,

Rashi

[jorgeluis_marquezhernande · Accepted solution]

Hello rashi

I just wanted to know if there had anyway to do it with standard configuration. So, I send the request to my ABAP colleagues.

The project to do this is in stand by for now.

Anyway, I will let you know if they configure it.

Also if you find the way let me know. I will appreciate.

Thanks

Best regards

Jorge Luis Marquez