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Former Member

SLA: Different availability time depending upon priority

Hi

Is it possible to have different availability time for different SLA priorities?

I have a service profile based upon priority 1 to 4 with different response and completion durations for each priority, however I would like the durations to be calculated on both 24 x 7 and working hours

For example, for a priority 1 I want the response and completion times to be based on 24 hour availability, but for the other priorities I want to calculate these times based on working hours.

Does anyone know a way to do this?

Thanks for your help,

Ashley S

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1 Answer

  • Dec 07, 2010 at 03:31 PM

    hi

    this done by defining service and response time profiles, please use the tcode CRMD_SERV_SLA > Response profile > Response times

    and please read the Prakhar's third response on this thread

    [auto assign SLA to solution manager service desk ticket|auto assign SLA to solution manager service desk ticket]

    for more understanding and way too do

    Hope this solves

    Jansi

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    • Former Member

      Hi Jansi

      I have maintained the SLA configuration already and this is based upon priority in the 'indicators for response profile.

      The availability time is set at service profile level and I cannot see how this can be assigned at the lower level.

      Are you suggesting that a different product is created for P1 support and that this has a different availability time?

      Can this product be determined based upon the priority in the ticket?

      Thank you for your help.

      Regards

      Ashley