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Former Member

Incorrect Response/Completion Date & Time in service desk SLA

Hi All

We have configured service desk SLA. We have created response profile, service profile ,support_desk product and assigned it to service contract and later release it at item and header level.

But the problem is is showing incorrect reponse & completion date and time.

Like if the message is created on 03.08.2009 14:37:45 (priority high- initial response time 5 hr & completion time is 2 days as per response profile )

it lists 03.08.2009 22:37:45 as initial response time & 04.08.2009 06:37:45 as completion time , even though the message status is sent to support (message never processed)

kindly guide where we need to correct.

Regards

Kapur

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3 Answers

  • Best Answer
    Aug 03, 2009 at 10:40 AM

    Hi

    Take the time for service profile as UTC+0 time zone...

    then it will work fine..

    Regards

    Prakhar

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    • Former Member

      Hi prakhar

      i have already tested with UTC UTC + 0. But result is still the same.

      But one thing i would like to tell that whenever we open a message and

      1) click on Item details-->Contract Data it says No service contract could be determined

      2) click on Item details-->Dates it says Duration Until First Reaction 8 Hour & Duration Until Service End 16 Hour. But as per our response first reaction time should be 5 hrs and Duration Until Service End should be 2 days

      kindly guide

      Regard

      Kapur

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    Former Member
    Aug 03, 2009 at 08:36 PM

    Hi,

    As you have correctly pointed out, this is not working because your service desk request is not picking up the contract.

    For a contract to be correctly matched off, the data it holds must be strictly identical to what you have in your service ticket.

    Is your contract picking up a service/sales organisation? (same goes for the service request)

    ==> does both your contract and service transaction use the same Org.Data Profile?

    Have you configured the action (AI_SDK_ADD_PRODUCT) that adds your service product to your service request?

    Check my post on this [http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/|http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/] . It will provide you a link to a SAP document as well as additional detail on how to configure the SLA.

    Rgds.

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    • Former Member Former Member

      Definitely the problem is Org.Unit not being determinated or not equal to the item or sold-to party.

      I suggest u to run some tools to find out by yourself some deviations that u should be addressing:

      SPRO=>CRM=>Master Data=>Org.Mgmt=>Tools

      There are some tools that can help you find the missing pieces of customization...

      I hope that helps.

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    Former Member
    Oct 08, 2009 at 04:56 PM

    Hi All

    We have configured service desk SLA. We have created response profile, service profile ,support_desk product and assigned it to service contract and later release it at item and header level.

    But the problem is is showing incorrect reponse & completion date and time.

    Like if the message is created and initial response time 8 hr & completion time is 16 hr as per response profile is assigment in message support.

    I configuration BP, Service Product, Service Contract, realease Item in contract, all steps in documentation:

    http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/

    But the message support not assigment With SLA.

    I see that the system found Date Profile in Item service Product CRM (SOL4).

    Somebody help me!

    Regards

    Juliano Viana

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