how to define strategy or action definition for the action SLA Escalation (MPT) in solman 7.1 ??? where do I have to review?

[Former Member]

Dear Gurus

I do have the SLA Escalation (MPT) action working but I need that at the exeded time (red light) the action of send an email be executed. where do I set up this action? or strategy?

BST RGDS
Juan Bosco

[vincentlim826 · Accepted solution]

Hi Juan,

In the standard SMIN_STD profile delivered by SAP, the following actions (smartform based) are responsible for generating e-mails once escalation conditions have been reached:

  SMIN_STD_SLA_IRT_ESC
  SMIN_STD_SLA_MPT_ESC

Please see the scheduling/starting conditions to ensure that they are appropriate for your customized transaction type.

The actions in profile SMIN_ITEM are responsible for setting the warning/escalated status values once these thresholds are exceeded. (SMIN_ITEM is the action profile for the item level, SMIN_STD is the profile for the header level of the incident.)

SMIN_STD_SLA_IRT_ESC/SMIN_STD_SLA_MPT_ES are intended to be scheduled

based on the status of the incident. If your incidents are not receiving the correct status values, the

e-mail actions will not function correctly.

Additionally, do make sure all the SLA related SAP note for your Solman 7.1 release are applied.

Regards,

Vincent

[Former Member · Accepted solution]

Thank you Vincent,

I do have the basic escalation working... now, do you think that there's a way to send to a new support team (let's say Manager's Staff) the escalate email?

In other words, the warning to the processor, and the final escalation to the manager's staff?... could be?

do you know if there's a chance to set this up?

thanks again for your kindly support!!!

[Former Member · Accepted solution]

If the percentage reaches 60%, the first escalation status is automatically set. If 90% is reached, the status is raised to escalation level two. You can address this status with separate actions and, if necessary, send e-mails to the processor or team leader to point out the escalation.

this text is taken from the ALM White Paper, but, how to do it?

any hint will be really appreciated!!!

[Former Member · Accepted solution]

https://websmp204.sap-ag.de/~form/sapnet?_SCENARIO=01100035870000000202&_SHORTKEY=011000358700007427...

in this "HOW TO GUIDE" --> SAP ITSM -SLA page 49/64 is the answer:

4 SLA ESCALATION

The following chapter clarifies how SLA Escalation is working including the configuration of the email notification service

REGARDS!!

jb