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Former Member

SLA Management - Email Notification Configuration

Hi

I am currently configuring SLA management for Solution Manager 7.1 ITSM and would like to know what partner function must be used to send the warning and escalations to the manager of a support team? Or is there any other way to cnfigure this.

Regards

Deen

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2 Answers

  • Oct 23, 2013 at 01:55 PM

    Hi Deena,

    The decision of partner function is entirely dependent on the customer requirement. There is no hard and fast rule from SAP on which partner function to be used. In my design I chose the Service Team as the point of contact for SLA escalation.

    This is configured in the CRMC_ACTION_DEF txn code for following Action Definitions

    My settings;

    You can add your own Partner Function for this.. like Manager etc. But do remeber that if you add any Z partner function for escalation then it should be part of your one of the partner function in ZMIN or SMIN partner determination procedure. In my case I used SLFN003 Support Team which is already a part of standard Partner Functions of ZMIN (SMIN).

    Regards,

    Vivek

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    • Former Member Former Member

      Hi Deena,

      There is a tricky thing :D

      If same BP entered in several partner function action will not be scheduled.

      Try this enter in all partner functions different BPs , check this by Business Partners assignment block. Especially take a look at current processor and your partner function

      Check this note 895546.

      There is a BADI that controls this behavior you can deactivate it.

      Rg Dan

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    Former Member
    Oct 23, 2013 at 02:32 PM

    Hi Deena,

    Please check this.

    http://scn.sap.com/docs/DOC-46493

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