SLA escalation of incidents to upper level

[Former Member]

Hi Everyone,

I am configuring a Solman 7.1 SP10 to be able to handle var partner scenarios.

Every time when an incident is created in Solman the organisation unit First Line Support is assigned to it as Support Team. After that an email is sent to the email address of First Line Support to inform the employees about the new incident.

With the help of this document I set up the SLA escalation in Solman, but now I have a question in connection with it.

According to the customizing steps in the mentioned document, after the defined threshold is reached, a new email is sent to the Support team (in this case to the First Line Support). This is because I set the action ZMIV_VAR_SLA_IRT_ESC to be Parner dependent and I set the Parnter fucntion to SLFN0003.

In contrast with this I would appreciate the following escalation mechanism: After the defined threshold is reached, a new email is sent to the Support Manager, or the Head of support Team. The declared organisation model is the following:

I don't know whether it is possible. If it is, how?

Thanks!

[Former Member]

Hi Attila.

Could you solve your issue?

I have same question about sending SLA escalation email notification to head of Support Team.

I think one of way is to use the BRF+ for creating appropriate rules.

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thanks,

Yessen

[Former Member]

Hello Yessen,

I haven't managed to cope with this issue yet. I know the BRF plus, but honestly, I am not having the opportunity to prove whether it could solve our problem, because I am working on another project recently.

Attila

[Former Member]

Ok, Attila.

I was a similar situation.

As a workaround I send SLA WRNs notifs only to Message Processor, but SLA ESC notifs are send to Support team. Additionaly in BP of Support team I add the email only of Head of team.

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regards,

Yessen