ITSM: Diferent Service Profiles by Priority.

[Former Member]

Hi Expert!

I want to know if this is possible.

We are implementing ITSM, and the client wants to have different Service Profiles depending on the priority of the transaction, for example:  If an Incident is created with priority 'Very High'  this transaction should be solved in the next 8 hours (24 hours support, can't wait for the next working day).   But if the incident has priority 'High" the issue can be solve in the next 16 hour on regular working hours (9am to 5pm).

Is this possible?How?

Thanks
Henry Lopez

[prakhar_saxena]

Hi Henry,

Yes, it is very much feasible as I have replied on other thread.

kindly check below

hope this helps

Thanks

Prakhar

[rishav54]

Hi Henry

It is very much possible and it is standard functionality for SLA in solman. You can even achieve more functionality if you want. Please find below guide.

SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

Thanks

Rishav