on 02-26-2009 2:54 AM
Hi Expert,
In my scenario, I'll implement the escalation management in my service desk.
I have done customize rules configuration to looking for the partner who involve the message like :
- Reported by
- Support team
- Message processor 1
- Message processor 2
And what i would like to ask is, when a certain time has elapsed, an email will be send based on the priority.
For example :
When Priority is high for the first time email will be trigger to Message processor 1,
but in 1 hour if the message was not done yet, the message automatically will be trigger to Message processor 2.
Have you any idea and What should i customize to reach this?
Best Regards,
Rhesa
Hi
You need to implement service desk SLA.Pls check the following pdf(heading 2.4 service contract and service level aggrement)
https://websmp107.sap-ag.de/~sapdownload/011000358700001197002005E/Addtional_Information.pdf
Below is a summary of the individual steps needed to use and monitor SLAs:
· If necessary, define a new availability schema and reaction schema (Menu: Master data
Product Edit availability and reaction schema (transaction: COMMPR01 u2013 Edit
Products).
· Product "Supportu201C may contain default values for availability schema and reaction
schema (however, this is not mandatory.)
· Contract determination for the transaction type of the Support Desk notification (SLF1)
must be allowed. (SAP-Customizing CRM Transactions Basic settings Define
transaction type)
· Depending on the item type for the product Support (SOL4), assign the action profile
SERVICE_ORDER_ITEM_SLA (SAP Customizing CRM Transactions Basic
settings Define item type).
· Use the Action Monitor (CRMC_ACTION_JOB) to create variant (SMSD0001 is shipped
with the Support Desk).
· Create a background job (transaction SM36) using program RSPPFPROCESS and
variant SMSD0001, and schedule it.
· Create a contract and release it using transaction CRMD_ORDER.
· Create and process Support notifications (the contract must be determined correctly).
· If the times in the Support Desk notification are exceeded, actions in the action profile
will be triggered by the background job, and appropriate users will be notified by e-mail.
You can consult a CRM person for more help.......
Regards
Prakhar
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Hi,
Try this link
[http://help.sap.com/saphelp_crm50/helpdata/en/54/238e39e1ba3541e10000000a11402f/frameset.htm]
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