End the customer requirement of service desk ticket based on priority

[Former Member]

Hi All

we would like to end the customer requirement of service desk ticket based on priority. ie

for low priority ticket, the the end date of the customer requirement should be 4 days

for high priority ticket, the the end date of the customer requirement should be 2 days

for very high priority ticket, the the end date of the customer requirement should be 1 days

How we can configure this scenario in service desk as currenly all tickets are having

end date of customer requirement as creation date + 3 days)

[Former Member]

Hi,

How we can configure this scenario in service desk as currenly all tickets are having
end date of customer requirement as creation date + 3 days

If requirement is only to change the end date of customer requirement this can be achieved as using date rule and date profile in IMG activity against service desk .

Regards,

[fernando_rocha1]

Hi Sahad,

Please kindly verify if you had already defined this in your IMG before you can further achieve the customizing, please check for the way to define SLA in SDN or in CRM online help.

[SLA's made easy in SAP Solution Manager|http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/15236] [original link is broken] [original link is broken] [original link is broken];

Also,s see this point in SPRO for doing this is:

-> SPRO

-> Customer Relationship Management

-> Transactions

-> Settings for Service Processes

-> SLA Escalation Management

Once you have defined SLA and Service contracts in transaction CRMD_SERV_SLA you can define service and response profiles.

With this the you will be able to change the response times in TA CRMD_SERV_SLA >Response profile->Response times

Best Regards,

Fernando Rocha