Setting up SLA Escalations

[Former Member]

Can any one let me know the procedure how to set up the SLA reports for escalations so that if a Message is not taken care of within the SLA timelines it gets escalated.I was looking for possible configuration documents.

Rgds,

Raghu

[Former Member]

You can find the documentation at:

service.sap.com/solutionmanager

--> Media Library --> Technical Papers

You need the document: Service Desk: Additional Information

[Former Member]

Hallo Raghu,

You can find this information in the SAP Solution Manager Service Desk Additional information document.(release 320). Starting from the chapter 2.4.4.

I hope this information will help you out.

Kind regards,

Anthony T.C Lim

[Former Member]

Hello Anthony,

Can u please give me any possible link to the document. I was checking in Service marketr place and unable to locate the same.

Many thanks for the reply.

Br,

Raghu

[Former Member]

hello

the link for the documents is

https://websmp103.sap-ag.de/solutionmanager --> SAP Solution Manager --> Downloads --> Documentations

Regards

Janak Mehta

[Former Member]

Hello Janak,

I have already checked for the Document Service Desk Additional Information but was unable to locate it specifically. I came across the link for Documentation on

Additional Information on Service and Support 4.0 but was unable to check for SLA reports that needs to be set in Support Desk.

Can u give me any specific Links.

Thanks in advance,

Br,

Raghu