SLA in Service Desk

[arunkumar_vr]

Hi Experts,

I have configured service desk in Solman 7.0 SP 18. Now I want to have SLA to be enabled so that escalations can take place based on the priority of the issues. Now, my doubt is that, SLA works only with service provider scenario? To be more specific, inorder to configure SLA, do I have to activate the BC sets for service provider scenario???

Regards,

Arun

[arunkumar_vr]

Raised as new thread, as I am facing few more issues

[prakhar_saxena]

Hi

You need this guide

/people/pascal.renet/blog/2009/08/05/slas-made-easy-in-sap-solution-manager

Hope it solve ur query

Regards

Prakhar

Edited by: Prakhar Saxena on Oct 26, 2009 6:00 PM

[arunkumar_vr]

Hi Prakhar,

THanks for the reply.

I have checked this blog earlier. It talks about the action profile AI_SDK_STANDARD. But in my system, for SLFN, the action profile being used is SLFN0001_advanced. So where should I place the new method for product determination? In AI_SDK_STANDARD or under SLFN0001_ADVANCED??

Regards,

Arun.

[prakhar_saxena]

Hi Arun,

Yes you just hav to create one action so if ur profile is SLFN_ADVANCED you can create the action here.

Hope it clarifies.

Regards

Prakhar