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Former Member
Mar 14, 2014 at 04:54 PM

SLA escalation of incidents to upper level

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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!

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