SLA product is not appearing automatically while creating the messages

[Former Member]

Dear Guys,

We have configured SLA part in the service desk of SOLMAN 7.0.

1) SLA product created using tcode COMMPR01 and

2) Service contract also created using tcode ORDER_CRM and assigned the product here which i created earlier and in IB52 also.

3) Service & Response profile created using tcode CRMD_SERV_SLA based on priorities

but SLA product is not appearing automatically while creating the messages. Even if assigned by manually it is displaying "8" hrs default for all priorities (VeryHigh, High, Medium or Low)

Please suggest me if anything want to do more.

Advanced thanks for helping

Regards,

Selvakumar RV

[former_member209604]

I would like to share the following information with you. It might be helpful in answering your question.

The [Advanced Quick Guide for VARs Service Desk (June 09)|http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E] has been recently updated.

I covers the following topics:

- IBase

- Organizational Model

- Product Maintenance

- Service Level Agreements:

Best regards,

Ruediger

[Former Member]

Hi,

You have to define an Action Defintion to make this possible.

Action Details to be used:

Processing time: Processing when saving document & Schedule automatically.

Determination Technology: Determination Using Conditions that Can Be Transported.

Rule Type: Workflow Conditions

Action Merging: Max. 1 Action for Each Action Definition.

Processing Types: Method Call

Method: AISDK_SP_ADD_PRODUCT

Processing Parameters:

Element: PRODUCT_ID

Name: PRODUCT_ID

Short Descript.: PRODUCT_ID

Structure CRMD_ORDERADM_I

Field: ORDERED_PROD

Initial Value: <your Service Product from COMMPR01>

Kind regards,

Remy Piets

[Former Member]

Dear Remy Piets,

Thanks for ur helping.....

I did as per ur suggestion, but still same status..... please suggest me if more want to do...

Regards,

Selva

[oliver_buyssens3]

HI,

first of all: in standard SolMan the product is proposed via the action that is copying the notification message into a support desk message. It is done by giving the correct product id into a specific parameter.

As alternative the solution of Remy should also do the trick.

If the options are not copied, pbb the contract is not determined in the correct way. Try to change the determination from option E to F in order to see which contract is determined.

kr,

Oliver

[Former Member]

hi,

I just tested the solution of Remy, this is working fine BUT don't forget to schedule the action.

Check in your action log of your document if it is executed correctly

First make sure that it works manually before automating it.

br

Xavier