escalation in issue management

[Former Member]

Hi All,

how can we achieve escalation in issue managment when due date is crossed.

kindly guid in this regard.

Regards,

Subhashini.

[Former Member]

Hi Prakhar,

thanks for the reply.

I have done the SLA for SLFN . can we try the same for SLFI also.

will it work out. or does it need some more config other than the usual one.

Regards,

Subhashini.

[prakhar_saxena]

Hi

I think that it is possible only you have to take ur SLFI trans type instead of SLFN

I have not tried this but it seems it will work too.

Let me know if you did this.

Regards

Prakhar

[prakhar_saxena]

Hi Subhashini,

for CRM_SERV_SLA is used

there is plenty of config required to go for SLA implementation and you need to check out this

https://websmp105.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=01100035870000012247...

in the above guide check pg 37 onwards every step is covered

In addition check the Escalation Management procedure given

Hope ur prb is solved

Regards

Prakhar

Edited by: Prakhar Saxena on Mar 12, 2010 8:14 PM

[Former Member]

Hi Uday,

Thank you very much for the reply.

it was really helpful.

I could understand that when the system status is not met i can trigger an email...

alon with that where will we maintain the SLA timing...

is there any parameter we can we can calculate whether the current date and time exceeded our SLA time....

Kindly guide in this...or should we have to go in for some kind of date profile as it will be done for service desk....

Kindly guide in this regard.

Regards,

Subhashini.

[Former Member]

hi

the esclation also works on the message priority defined.

e.g. for priority one message you can define a particular matrix while for priority 2 &3 you can define another matrix.

thanks

[Former Member]

hi Subhashini,

1.Pls. decide the levels of escalation 2 or 3 and design the organization structure for the same

2. Configure the action Profile with the necessary smartform for the same

3. now in the action defination , Schedule the action for the same eg. you want to esacalate the action after the end of SLA period then ,put the condition as the status of the ticket is not complete and the system, date as time is more than the SLA time then mail should be triggered to employee responsible 1 (i.e. Superior 1 ) Thus mail will be triggered for the same.

Regards,

Uday Borse