Solution Manager - Service Desk - configure the

[Former Member]

1) I am using Service Desk and I need to re-configure the SLA (Service Level Agreement) in <b>Transaction monitor</b> for fixing the issues in the <b>Valid to</b> column, i.e. High - 4 hours, Medium - 2 days and Low - 4 days.

how do I reconfigure this I do not know SAP well so please break down the steps thank you.

2) If an issue goes over the Valid to Date is there a way to have an alert set up? an excel sheet etc ??

any help would be appreciated.

Regards

Bil

[Former Member]

Dear Bilaal,

If you want to work with SLAs a service product and contracts have to be

used. The relevant dates then are not on header level of a service desk

message but on item level. The actions concerning the SLA have to be

defined on item level.

The processing of the service desk messages is done with the transaction

CRM_DNO_MONITOR. In this transaction monitor fields to the header of a

message as well as to the item of a message are available and can be

displayed.

CRM transaction type SLFN actually is NOT configured for the use with

contracts, SLAs,... . If you want to use these functionalities CRM

transaction type SLF1 or an own defined transaction type should be used.

Availability and Response Times can be maintained with transaction

CRMD_SERV_SLA.

Detailed information about the use and the customizing of Service

Contracts and Service Level Agreements can be found

- in the online documentation to Service Level Agreements

- in the CRM IMG documentation, e.g.:

- Customer Relationship Management

- Transactions

- Settings for Service Processes

- SLA Escalation Management <-

- in the additional informations to the service desk that are to find

in the SAP Service Marketplace under the quicklink 'Solutionmanager'

- Media Library

- Technical Papers

-> Service Desk: Additinal Information

I hope I could help you with these informations.

Regards

Amit Devale