Auto-forward in Service Desk

[Former Member]

Hello All,

I am using SAP Solution Manager 7.0 and configured Service Desk successfully. However, how can I implement SLAs in Service Desk? For example, there is priority 1 or Very high priority ticket created. And support if no one process this high priority ticket in 60mins, an email should be triggered to his/her reporting manager.

I believe this can be achieved. Can any one tell me how?

Thanks in advance.

Regards,

Satish

[Former Member · Accepted solution]

Hi Sathish,

For the SLA configuration, start with the creation of Service and Response Profiles in Solution Manager. These profiles depicts your required SLA.

Create a service product for which you are going to support and create a Service contract and assign that product. Refer this thread also [/thread/328253 [original link is broken];

More clarifications revert me back

regrads

Naveen

[Former Member · Accepted solution]

Hello Naveen,

Thanks for the reply.

I have gone through the link which you have given. Unfortunately, it doesn't show the complete/detailed procedure for this. Do you have any documentation on this? If so, please share it with me.

Thanks in advance.

Regards,

Satish.

[markus_doehr2 · Accepted solution]

Did you check all the docs available at

http://service.sap.com/rkt-solman

Markus

[Former Member]

Hi,

Please find the below:

Schedule the background jobs in Solution Manager:

The background job is scheduled to refresh the status of the messages automatically with set frequency.

a. Go to transaction SM36. For Job name enter SOLMAN_ISSUE_STATUS_REFRESH, Job class C, then press the Step ( ) button.

b. Enter the information , and press the save icon ( ).

Regards

Sreedhar Reddy.A