need escalation(SLA) procedure

[Former Member]

Dear experts,

We are in the process of configuring support desk in solution manager 7.0

When we create message & check it in crm_dno_monitor it displays corectly the required informations like reported by, sold to party, support team. We have defined Organizational Model-created root unit, created organizational objects in org. structure(here in 1st level support we have defined all core team leads BPs & 2nd level is senior level basis BP ), determination rules for support team ( here we have defined responsibilities w.r.t priority & Components like if priority is low and component is SD it should reach 1st level SD BP).

Now the requirement is how can we define SLA(escalation) like if the the message is in open state or not confirmed within 2 days it should reach 2nd level support.

Regards,

Sunil maurya

[Former Member]

Hi,

Check the [Advanced Service desk Setup guide|https://websmp108.sap-ag.de/~sapidb/011000358700000122472008E.PDF].

Apart from this you have to do the Item category determination. Follow the IMG --> CRM --> Transactions --> Basic settings

1. Define Item categories

Copy SCN and SRVP

2. Define Item category group

Copy SRVP this need to be assigned for the Service Product

3 . Define Item category determination

Transaction type SC has to be linked with copy of SCN

Transaction type SLFN has to be linked with copy of SRVP

regards

Naveen

Edited by: Naveen Kumar on Jul 21, 2009 10:24 AM

[Former Member]

Dear naveen,

Thanks for your reply,

The document given by you is very usefull but we couldn't get the clear idea.

It may be because we are configuring the service desk for the 1st time.

Can you please farward me step by step guide or any other document detailing the same.

regards,

Sunil.

[Former Member]

Sorry dude, i dont have such doc.

For configuration you can begin with coping the transaction type SC, item category SCN , SRVP and then go for item category determination. This is just to make an entry in the SPRO path i mentioned earlier.

Then maintain Sales and Service org,

Feel free to revert back for any quries

regards

Naveen

[Former Member]

Dear Naveen,

Thanks for the support.

I'll checkt it out from my side

Regards,

Sunil

[Former Member]

Sunyl,

This is the best sites I ever seen related to SLA for Solution Manager ServiceDesk:

First this:

https://websmp201.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=01100035870000012247...

Then this:

http://www.renet-web.net/2009/07/21/slas-made-easy-in-sap-solution-manager/

As u said its your first time you r configuring ServiceDesk I would suggest this two blogs also:

Part 1:

http://www.sdn.sap.com/irj/scn/weblogs;jsessionid=(J2EE3417300)ID0200241850DB11545234342015356022End...

Part 2:

http://www.sdn.sap.com/irj/scn/weblogs;jsessionid=(J2EE3417300)ID0200241850DB11545234342015356022End...

Read them all, they r all important.

Regards

[Former Member]

Hi Fernando,

Thanks for the reply,

Since that project got over & Iam at different client site now, So I can't check it.

Actually this was not a mandatory & I had no time thats why I implemented other things except SLA.

Regards,

Sunil.