Completion Date for SLA

[Former Member]

Hi All,

Iam working on SLA. I have configured the SLA to my knowledge.

The problem now it the comopletion date is not getting calculated for the tickets that is created.

Where exactly is the configuration that i have to for the compeltion date and time calculation.

It will be useful if any documentation is available for SLA configuration other than additional information.

Kindly forward any documents related to SLA or where can do the configuration for the completion date calculation.

Regards,

Subhashini.

[Former Member · Accepted solution]

Hi Prakhar,

Your reply was very use And i have referred ur replies in the mentioned thread also.

For me,

I have created a service contract and released also. I didn't face any error in that.

The Prodlem where Iam facing is in the contract determination.

Iam trying to configure SLA for change request based on code subject...

in dno_notif the default product is assigned to slfn(transaction type for service desk).

I donot know where to define parameters for chagne request , for the product determination. If I explicitly give the product means the corresponding contract is getting determined.

And finally completion date for that chagne request is not getting calculated..

it will be very helpful if you could guide on this.

Regards,

Subhashini.

[former_member209604 · Accepted solution]

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

[prakhar_saxena]

Hi,

I am mentioning the points reg SLA or individual steps needed to use and monitor SLAs:

· If necessary, define a new availability schema and reaction schema (Menu: Master data

Product Edit availability and reaction schema (transaction: COMMPR01 u2013 Edit

Products).

· Product "Supportu201C may contain default values for availability schema and reaction

schema (however, this is not mandatory.)

· Contract determination for the transaction type of the Support Desk notification (SLFN)

must be allowed. (SAP-Customizing CRM Transactions Basic settings Define

transaction type)

· Depending on the item type for the product Support (SOL4), assign the action profile

SERVICE_ORDER_ITEM_SLA (SAP Customizing CRM Transactions Basic

settings Define item type).

· Use the Action Monitor (CRMC_ACTION_JOB) to create variant (SMSD0001 is shipped

with the Support Desk).

· Create a background job (transaction SM36) using program RSPPFPROCESS and

variant SMSD0001, and schedule it.

· Create a contract and release it using transaction CRMD_ORDER.

· Create and process Support notifications (the contract must be determined correctly).

· If the times in the Support Desk notification are exceeded, actions in the action profile

will be triggered by the background job, and appropriate users will be notified by e-mail.

Also check my replies in this thread,

hope it wil clarifies ur doubt

Regards

Prakhar