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Former Member

Calculation of SLA times based on Service Organization

Is it possible to calculate the SLA times based only on Service org?

a) Using Service contracts i.e create SC with only org and assign the Service & Response profiles.

Else as mentioned below.

Please give your more thoughts.

I maintain the Service & response profiles at "Maintain Availability and Response Times" .

Can I access these values directly in the BADI ?

My scenario is

a) An agent belongs to a service org.

b) I define these Profiles seperately for each Org (Org1 Org2 etc) at the above tcode.This manual entry.I know we dont have org to profiles mapping in the above tcode.I just painly maintain.

c) In the BADI i check the org entered in the complaint.

d) for Ex if the Org1 is entered I want to access the profiles for Org1.If else ladder.

e) then use these profiles to calculate the SLA times.

f) then save the document.

g) Also trigger an e-mail saying the above time lines.

Is the above flow possible??

Let me know if you want me to post this onto another thread.

Thanks

amol

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2 Answers

  • author's profile photo Former Member
    Former Member
    Posted on May 14, 2008 at 11:38 AM

    Thanks Amol. So we finally have a seperate thread 😊

    Where are you maintaining the mapping between Organization and Response/Service Profile?

    Lets assume that it has been maitained in some Z Table.

    When a transaction is created, and product is entered, a BADI can be called ( any item BADI), which should read the Organization and get the corresponding response/service profile from the Z table.

    After this the date caculation has to be triggered taking the duration values from the response profile and considering the service window from service profile.

    And the mails can be trggered using the Action Profile.

    It is possible.

    Regards,

    Shalini Chauhan

    Edited by: Shalini Chauhan on May 14, 2008 5:09 PM

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  • author's profile photo Former Member
    Former Member
    Posted on May 14, 2008 at 11:37 AM

    Posted By Ashish Nagpal.

    Thanks a ton Ashish.

    Ashish Nagpal

    Posts: 619

    Registered: 3/17/08

    Forum Points: 1,092

    Re: Service & response profile

    Posted: May 14, 2008 1:22 PM in response to: Amol Guttal E-mail this message Reply

    hi

    yes using that FM CRM_ORDER_READ,i believe you can get the repsonse time and profile details through the BAdi

    and yeah that flow is possible absolutely

    but considering the forum guide lines please post it in new threads,it will be helpful for u only

    but once again requirement u stated is absolutely possible

    tell me where are u finding the probs

    best regards

    ashish

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