SLA response time not determine as priority

[Former Member]

Hi expert,

I have configure SLA product and when everytime i create a new message.

Then i open the message assign a new SLA product in item details and i found that the SLA already default Duration Until First Reaction and Duration Until Service End to become 4 hours and 2 days.

But in CRMD_SERV_SLA, i already maintain 4 priority with 4 different first reaction and service end time.

Please advice, is there any configuration or button i need to create than the SLA will auto assign response time base on priority?

I have create service contract and is there any field in service contract need to tick and it will make the SLA auto assign?

thanks

regards,

ng chong chuan

[Former Member]

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[Former Member]

hi Radek Stefaniak,

I have already maintain service profile and response profile in CRMD_SERV_SLA and different priority and different reaction and completion time.

I have create a new service contract base on these service and reponse profile.

I think will it be my service contract not yet release then SLA not determine automatically?

Do you know the process of release service contract?

Please advice step by step to release service contract.

Thanks

regards,

ng chong chuan

[Former Member]

Hi

in EIC there is a need to point in product service profile and response profile.

Maybe on service products you should look for a fields like this.

regards

radek