SLA redetermination based on Support Team

[Former Member]

Hi experts,

We have done a configuration of Sevice Desk with SLA, and we achieve the service contract is determined on the ticket, however we have a problem, and is that one of the support teams, BC, is not within the contract.

If Ticket is created to module BC support team, weu2019ve no problem to excluding the ticket in the contract (the BADI CRM_SERVICE_CONTRACT).

However it is common for errors referred to authorization, or access to the system, the ticket does not come from BC module, and then belongs to the module the user is working at this time, so the support team assigned is incorrect and it must be reassigned. In these cases , we should launch a redetermination of service contract based on the new support team (BC) that exclude the ticket of the contract.

Please all the suggestions are welcome , or if anyone has had a similar problem, please tell me how to solve it.

Thank you very much for your attention.

Edited by: Wolfran on May 14, 2010 2:23 PM

upppsss!!

Edited by: Wolfran on May 17, 2010 9:25 AM

[Former Member]

Hi,

I am nto sure i really understood your problem.

But from the subject of your post,is your requirement to determine SLA based on service org or service teams aka support teams ?

DO u need service contract in your business process ? Or you are using SC for SLA only ? You are not creating SC where in u actually maintain a contract with your customers.

If u dont need SC,then CRM 7.0 has SLA determination procedure at transaction type.

In this procedure u can have access sequence based on the service org, a service org can be determined in many ways in a transaction through org determination rules,when u select that team or org u determine the service and response profils maintained at org level in the transaction .but at the item level.

So different org will have different profiles so different slas.

I am not sure my post answers yoru question.

Amol

[Former Member]

Hi Amol,

Thanks for your answer, it is very interesting.

Yes, I need the SC, we need to know how much time do the messages use from the contracted time.

On the other hand, I tried to have 2 Service Org., but if I change the support team the message does not redetermine the service organization .¿?¿, have i done something wrong?.

We have SolMan EHP1 version, which has CRM 5.0, if i do not use SC, the SLA calculation doesn`t work.

I do not know if there is any BADI to modify the determination of contract , but not at creation moment , else at change . It really will be heplful.

Thank in advance for your attention.

Regards Wolfran.

Edited by: Wolfran on Aug 12, 2010 11:05 AM

[prakhar_saxena]

CRM_SERVICE_CONTRACT

You can use this Business Add-In to enable the following customer-specific enhancements for service contract determination using the function module CRM_FIND_SERVICE_CONTRACTS:

Method CONTRACT_SELECTION_1

This method is called before contract determination occurs. Customer-specific contract determination is possible, or contract determination can be deactivated. If you set the export parameter EV_NO_STANDARD_SELECTION (EV_NO_STANDARD_SELECTION = X), contract determination is deactivated.

If the import tables IT_HEAD_REQFIELDS and IT_ITEM_REQFIELDS are not filled, only the GUIDs from the contract header and contract items are determined using the function module call. However, if the tables do contain entries, the fields specified in the tables are also determined.

Method CONTRACT_SELECTION_2

This method is called after contract determination. This method makes it possible to limit the number of hits for contract determination, or to enhance the additional data. This last option requires a corresponding enhancement of the DDIC structures affected.

Method CONTRACT_SELECTION_3

This method can be used to implement an individual user interface for contract determination. The standard dialog box for contract selection (program SAPLCRM_SRV_CONTRACT_UI, screen 100) can be used as template. If you set the EV_NO_STANDARD_POPUP export parameter (EV_NO_STANDARD_POPUP = X), this dialog box is not called for contract selection.

CRM_SRV_SLA_CALCTIME

You use the CRM_SRV_SLA_CALCTIME Business Add-In if you want to change, or enhance the SAP functionality for calculating SLA dates. This can be the following, for example:

You want to insert an additional SLA parameter

You have other influencing factors for determining SLA parameters

I think first is sufficient but you can check as per requirement.

Hope above 2 BADI will solve ur problem

Regards

Prakhar

[Former Member]

Hello Prakhar ,

Sorry for not answering before, I have been testing.

Thank you very much for your answer, is very complete and very useful, however gives no solution to my problem, because once the system creates the message I can not do that, by changing the support team the Badi rerun . Any idea how to make re-run?.

Regards Wolfran.

Edited by: Wolfran on Sep 22, 2010 11:11 AM

Edited by: Wolfran on Sep 22, 2010 11:12 AM

[prakhar_saxena]

Hi

Yes you can re run a BADI. what i can suggest you is that you can an action define in your action profile and this action will be having this BADI as a processing method.

So you can schedule this action based upon the requirement.

Say for e.g on IN PROCESS etc status you want to run then schedule the action at this status and it will be called every time on this status or may be on some other parameter you can check in the SCHEDULING conditions

Hope it solves ur prob now

Regards

Prakhar

[Former Member]

Prakhar thank you very much, your answers are always very practical. But I do not explain, what I need is to be rerun CRM_FIND_SERVICE_CONTRACTS function module, which implies the redetermination of contract and therefore the Badi run.

Thanks in advances.

Wolfran

[prakhar_saxena]

Hi

Thanks for appreciating

As I mentioned above

when you define an action you can have the processing method as a BADI or the Method Type.

In thise you can call the BADI Implemention or function module with help of a Developer

Thus,

whenever this action runs,there is a call to a method which will call your function module and re determine.

Hope it clarifies and solve prb

Regards

Prakhar

[Former Member]

Hello Pakhar,

Thanks for your help, as always is very useful.

Following your advice I create an action with a method similar to the function content CRM_FIND_SERVICE_CONTRACTS, but internally there is a function that checks that the function is called from CRM_ORDER_MAINTAIN, and how not met, i find error.

Finally implement the badi COM_PARTNER_BADI, that changing the partners support team or responsible execute a code similar to CRM_FIND_SERVICE_CONTRACTS function (as it had in the action you suggested), and from here it works.

Thank you very much for interest has been very helpful.

Greetings,

Wolfram

Edited by: Wolfran on Nov 26, 2010 9:53 AM