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Standard SLA

Former Member
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Hi Folks,

As you are aware in standard service desk message there are two fields as...

1)Start customer requirement SA 19.07.2008 00:00 INDI Current Date

2)End customer requirement TU 22.07.2008 00:00 INDIA Start + 3 Days

Because of this system does not allow further processing or change of status for message which falls after this date.

How can I extend this to say "Start + 10 days"

Points would be rewarded.

Regards,

Nikhil

Accepted Solutions (0)

Answers (1)

Answers (1)

Valdecir
Product and Topic Expert
Product and Topic Expert
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Hi Nikhil,

You need to change the Date Profile used.

Go to IMG ( transactio SPRO ) then:

SAP Solution Manager -> Scenario-specific setttings -> Service Desk -> Define Action profile -> Assign Action Profile to the Business Transaction Type.

Here, locate your transaction type (probably SLN ) and double-click it. Under PROFILES section, check the date profile being used.

Then go back to IMG and then:

SAP Solution Manager -> Scenario-specific setttings -> Service Desk -> Date Profile -> Define Date Profile.

Locate the date profile, mark the line and switch to Date Rules. Here you have all date rules assigned to your date profile.

Change the rule SRV0002 to one of your choice or just add a new one.

Switch to DATE TYPES and double-click on date type SRV_CUST_END. Change the date rule SRV0002 to the new one you created on the date rules section.

That´s it.

In time. The change will be valid only for newly created messages or messages edited and saved ( only after saving ).

Regards.

Valdecir

Valdecir
Product and Topic Expert
Product and Topic Expert
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Hi

One last point, in order to create a new date rule, go to IMG :

Then go back to IMG and then:

SAP Solution Manager -> Scenario-specific setttings -> Service Desk -> Date Profile -> Define Date types, duration types and date rules.

Regards,

Valdecir

Former Member
0 Kudos

Hi Valdecir,

Thank you for immediate replay.

While assigning date profile to transaction type it is giving me error that assign date profile to Action profile. What is that?

Do I need to assign date profile to action profiler first and how?

Regards,

Nikhil

Valdecir
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hi Nikhil,

Every message/issue you creat in the Solution Manager is in the end a CRM_ORDER transaction. Whenever you create one of them, it will use an ACTION PROFILE based on the transaction type being created ( Service Message = SLFN, Issue = SLFI, Maintenance Optimizer = SLMO, etc ).

Each ACTION PROFILE has assigned to it several other profiles: Text Determination, Status Profile, Date Profile, etc.

In order for you to change the date profile for your acation profile, go to IMG ( transactio SPRO ) then:

SAP Solution Manager -> Scenario-specific setttings -> Service Desk -> Define Action profile -> Assign Action Profile to the Business Transaction Type.

Here, locate your transaction type (probably SLFN ) and double-click it. Under PROFILES section, update the date profile as desired.

Regards,

Valdecir

Former Member
0 Kudos

solved