Hi Madhan,
SLA configuration is purely based upon the product/service and response profile and finally determination of your SLA as per requirement.
e.g. based upon priority or category etc you can determined SLA and it works very same as for incident and service request both.
check below.
https://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management
In addition, if you required you can setup multiple sla as per requirement based upon category(for. e.g.)...check my below blogs series.
thus, you just need to use your service request transaction type instead of incident but SLA configuration is same.
for removing from incident just remove the SLA determination for incident transaction type so there won't any sla for incident as per your case.
hope this clarifies
Thanks
Prakhar
Hi Madhan,
Is it helpful.. could you confirm if the issue is fixed now.
let us know if you need help further
Thanks
Prakhar
Hi Madhan,
You can goto detailed view of the incident from which email is triggered...look for scheduled actions
here you can see the action which might be executed to trigger the email which you don't want it.
this should help if not come back.
Thanks
Prakhar
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