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Former Member

SLA's made easy in solution manager

Hello,

Some of you might have used the excellent document available on the SAP service market place called u201CSAP Solution Manager u2013 Service Desk for Service Providersu201D which explains in detail the steps required to set up SLA's in your solution manager system, in the context of the VAR scenario.

Whilst this document is very helpful, I find that there is a piece missing in it. It shows you what you need to set up before setting up a contract and then goes on to discuss how messages can be escalated if SLA's are not respected - it does not show or explain how everything is put together in a contract and how that contract is determined.

I have therefore tried to write this missing piece to this great document. You can find that over on my web site and the link to that post is here --> [SLAu2019s made easy in SAP Solution Manager|http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/]

If you find this useful I will try to post more.

~p.

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7 Answers

  • Jul 21, 2009 at 08:05 AM

    Hi Pascal,

    Thanks for interesting document. You may publish it within SDN (Blog, Article), too.

    Thanks for your kind feedback on this document, which been recently updated.

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

    It covers the following topics:

    - IBase

    - Organizational Model

    - Product Maintenance

    - Service Level Agreements

    I will inform the author on the existence of your document and on your kind feedback.

    Best regards,

    Ruediger

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    • Former Member

      Hallo Ruediger,

      Thanks for your comments - I will post it on SDN as soon as I get blogger approval.

      Mit freundlichen Grüßen.

      ~p.

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    Former Member
    Sep 23, 2009 at 10:02 AM

    Hi Pascal,

    i had done all the setting as per the document provided by you.

    still not able to determine service contract in Support Messages.

    please give some input on..how to go about

    Regards,

    CRM TEAM

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    • Former Member Former Member

      I got to the same point as Fernando did using hints from this post. I get product determined but i the service contract isn't determined - i get message "No service contract could be determined".

      Then by accident i forgot to assign IBASE in my service contract, and IT WORKED - SLA times are calculated properly and Contract data is displayed properly! Even for 2 different Sold-to-party Business Partners i Have created 2 contracts with the same attributes, and the proper contract is picked automatically.

      Does anyone have an idea, why is this working like that?

      Edited by: Przemyslaw Siudzinski on Oct 22, 2009 4:31 PM

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    Former Member
    Jan 11, 2010 at 08:37 PM

    Hello Pascal,

    I'm trying to follow your SLA documentation but when get to the step where I have to assign

    the SetTypes to the category I don't see the same itens you listed, for example,

    COMM_PR_UNIT. Do you know what could be missing?

    Thanks in advance,

    Fabiana

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    Former Member
    Jan 12, 2010 at 09:09 AM

    Hello

    Check whether all BC Sets have been activated. As far as i remember i had the same problem. and it was a BC Set (but i don't remember its name).

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    Former Member
    Jan 13, 2010 at 08:40 PM

    Hello Pascal,

    I had setup as you described in your blog and now I can see the product assignment in my tickets but no sold to party is been filled anymore and I got the following message: "No service contract could be determined". Can you send some tips?

    Regards,

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    • Former Member

      I'am seems, that it common problem - in contract data "No service contract could be determined". Several question and no one answer on forum about this problem. I wrote to SAP support about it, but they being silent. how it resolve anybody know?

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    Former Member
    Feb 14, 2011 at 01:35 PM

    Hi Pascal,

    The document is asking for a password, unable toopen it.can you plz help?

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    • Former Member Former Member

      Please check your error code - note 864281

      Do you have errors in service contract? Check in ORGANIZATION tab - display log (parchment symbol)

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    Former Member
    Feb 18, 2011 at 11:52 AM

    Hello,

    This is quite tricky. Solution Manager uses the information from the "Sold-to-party" BP to determine the information you are reporting to be missing. Check your BP (don't forget to set the BP role to "Sold-to-Party") and click the button "Sales Area Data". There you will need to select (according to PPOMA_CRM) a Sales Organization and Distribution Channel (leave the "Divison" field empty) and, in tab "Billing", choose the Cust.Pric.Procedure 1 (Standard), inform the currency (the same you configured in PPOMA_CRM) and set the flag "Direct Billing". This should clear the errors about Sales Area in your Service Desk message.

    To get rid of the "No Contract Could be Determined", check the iBase you configured in the tab "Object List" in the contract. I was getting the same error message and cleared this tab (we don't have different contracts per iBase) and the contract could be properly determined.

    Best Regards,

    C Canzone

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