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Former Member

Settings in Solution Manager

Hi,

In Solution Manager, can we able to make settings like, if the message came to Support team, and if particular user hasn't seen the message for 30 minutes a mail should goto his Boss mentioning he haven't seen the message till now. And then after status is changed from New to InProcess, if the problem is not solved for some 4 hours again a mail should goto his Boss. Can we able to do these kind of settings in Solution Manager. Please guide me.

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Thanks & Regards,

JMB

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2 Answers

  • Best Answer
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    Former Member
    May 02, 2008 at 12:57 PM

    Hey JMB...

    These are known as escalations Emails...

    2 ways of doing it...

    1)Standard way would be configuring Service Profile and Response Profile...

    2) You can go for Z developments, update a Z table and then create and schedule a B\G prog which monitors the time and sends out Escalation Emails...

    Reward for usefull points..

    Regards,

    Anand....

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    • Former Member

      Hey JMB,

      Did you end up making those changes of escalation ??

      If you did , do let me know. Kinda curious as to how you achieved it.

      Cheers

      Nirmit Gang

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    Former Member
    May 05, 2008 at 01:11 PM

    Hi JMB,

    For this you have to maintain SLA for the support desk messages,

    Steps

    start with creation of Service and response profiles

    create service product and assign your profiles there

    create service contract

    customize the date profile

    there is one specific action profile for SLA and maintain its start conditions

    regards

    Naveen

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    • Former Member Former Member

      Hi,

      In that document there is no place we have mentioning the recepient address. How will notification will go??

      Generally receipent address will be maintained in BP and in condtions we will maintain recepient type as Internet address,

      or you can select org. unit also. Assumed SCOT is configured in your system.

      Will this be like alert message or if tat deadline missed, message will go ??

      In the action profile conditions, if the schedule conditions are met then these actions will be triggered

      Standard action profile for SLA is SERVICE_ORDER_ITEM_SLA, assign this for service contract which you are using.

      Use the action monitor (CRMC_ACTION_JOB) for capturing the action definitions. ensure this report catches all the SLA action definitions from the suppor messages. Save this as a variant and schedule a background job with this variant.

      regards

      Naveen