1) automatic assignment of service desk messages to products/SLAs
I would like to extend Service Desk functionality with SLA, e.g. each created service desk message should be assigned to standard product SUPPORT_HOTLINE or to special product. The goal of the approach is to see the service contract for each service desk message.
2) When I change the transaction type from SLFN to ZLFN it is not possible to see the service desk messages in tcode DSWP.
3) How can the area of service desk message ZLFN be customized (add new tab, change the existing one, etc.)
Can some one help answering one or other issue (s. above) or kindly share some suitable documenation?
Thank you very much indeed!