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Former Member

SLA determination based on Support Team

Dear All

I have configured SLA's in Incident Management - Solman 7.1 SP08. It is working fine as per the service & response profile configured. Below is the org structure which is maintained in ppoma_crm.

XYZ Company

-----> Level 0

      ----> Support Team members of Level 0 ( Subject Matter Experts , Internal Team )

-----> Level 1

      -----> Support Team Members of Level 1

------> Level 2

      ---- > Support Team Members of Level 2

------> Level 3 (SAP)

Incident raised from Satellite system are assigned automatically based on SAP component to the Level 0 team as per brf+ configuration. Since Level -0 constitutes team members of the Client itself , we don't want the SLA to be triggered. Is there a possibility , that once incident is assigned to Level 1 team , SLA are triggered/redetermined? We are not using Multilevel Categorization.

Please advice.

Regards

Urvish

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3 Answers

  • Jan 04, 2015 at 08:40 PM

    Hi, Urvish.

    What is your SLA determination procedure?

    Do you use different statuses for Level-0 team incident processing and for other teams?

    BR,

    Artem

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    Former Member
    Jan 05, 2015 at 11:43 AM

    Hi Urvish,

    Please check if it helps:

    1913133 SLA configuration hints for SAP Solution Manager 7.1

    Thanks

    Vikram

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    Former Member
    Jan 05, 2015 at 11:44 AM

    Also check:

    Service Desk: SLA configuration hints


    https://weblogs.sdn.sap.com/pub/wlg/24813

    Thanks

    Vikram

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