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May 20, 2014 at 04:22 PM

SLA Determination dependant of Support team in incident



I'm working on a Solution Manager 7.1 SP08 and i already configured Incident Management.

Now, i need to configure different SLA's depending on the support team assigned to a new incident. Support team can be changed in an incident so SLA's will change depending on the support team assigned.

I have read a lot of guides explaining different methods to customize SLA's but none of them explain something related to my requirement.

¿Will this have to be done using Badi or maybe service contracts?

¿Is there a way to avoid using Product "Investigation" as default and assign a related product dependant on support team to the incident?

I'll appreciate your comments,

My regards.