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Former Member

SLA para CRM Service

May 15, 2017 at 03:46 PM | 121 Views | Last edit May 16, 2017 at 06:33 AM 2 rev.

Hi Guys:

I knwo SLA Management from Solution Manager.

But now I want do implement it in CRM 7.0. To my soprice I could not find AIC_CLOCKNAME in CRM. And also there is no job to assign status according to SLA.

How is this thougt to work in CRM without status settings. Is SLA only working on Date level?

Or are there other tables / reports involved?

Best regards,

Christina

CRM Service
sla calculation
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  • Former Member
    May 16, 2017 at 07:01 PM

    I cannot find any usefull documentation about SLA within CRM.

    If I understand well, before Solution Manager 7.1 SP4 SLA escalation was done by job of RSPPFPROCESS report directly on the evaluation of the respective SLA durations. Suppose this is true for CRM as well.

    But I do not understand how this should work in detail: SLA Duration is defined on item level, but Status and Business Partner for escalation are maintained on Header level.

    Also I cannot believe SAP provided SLA Management only for Solution Manager.

    So maybe there is a similar job to AI_CRM_PROCESS_SLA in CRM??

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    Former Member
    May 19, 2017 at 01:49 PM

    I got it. It is all on item level...

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