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Is it possible to change Support Team in ITSM after IRT breach ?

We have this requirement where, once IRT is breached escalation has to be done in such a way that the current support team(Level 1 Team) should be changed to a higher Support group(Level 2 Team).

Is this possible ? If Yes, please do suggest me the possible options.

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3 Answers

  • Best Answer
    Oct 14, 2017 at 07:53 AM

    Dear Erzvin,

    Thank you so much.

    For the readers, this requirement is completed successfully. We have customized the report AI_SDK_SP_AUTO_CLOSE to change the status of the Incident after each SLA breach. And based on the User status, the corresponding Teams were auto-determined based on BRFPLUS and were notified. Thus our escalation requirement was satisfied :)

    If you want more clarifications you can reply me.

    Regards,

    Shalin Roger.

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  • May 19, 2017 at 05:13 AM

    Dear Shalin,

    with such requests the best option is to turn to the Customer Interaction Center https://support.sap.com/en/contact-us.html

    as SAP Community is not the proper channel for such questions.

    Thank You!

    Best Regards

    Ervin

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  • May 19, 2017 at 05:14 AM

    Please also take a look at point 12 in https://www.sap.com/community/about/rules-of-engagement.html

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