SLA Configuration

[Former Member]

Hi,

I want to configure SLA's in Service Desk. I have already defined the service profile and response profile.

However, I do not want to create a service product or contract for the same.

Is it possible to define SLA's based on Support Team's? I have defined the service profile and response profile to the "Organizational Units" in PPOMA_CRM under the "Attributes" section.

However, the SLA section is disabled.

Please advice.

Regards,

Rinkal

[Former Member]

Hi, Will this also work for complaints ? Since SLA Determination, at first sight, is a "service request" customizing option.

Thanks for your feedback

[prakhar_saxena]

Hi

have you already check this guide

https://websmp110.sap-ag.de/~sapidb/011000358700000122472008E.PDF

if you dont want to implement SLA better go for a BADI development which check the priority etc and determine or fill the dates and you can have your own zdate field

or

you can create a date profile with XML which calculate the date upon the req criteria.

Hope doubt cleared

Regards

Prakhar

[Former Member]

Hi Prakhar,

I have already checked that guide.

My SLA's are dependant on Subject Codes. Hence I have defined Response and Service Profile. These profiles need to be attached to service teams, so I tried attaching them to the Org. Unit attributes and also to the transaction type. However, I have not created any service product and contract.

I want to know if there is a way to determine SLA's without creating service products.

Thanks,

Rinkal

[prakhar_saxena]

Hi Rinkal

i have already mentioned that

use the Zdate rule option i.e creating a zdate rule which determine dates based upon ur criteria.

or

go for badi implementation

Hope doubt clarified.

Regards

Prakhar

[Former Member]

Hi Prakhar,

Does this mean that I need not configure service products?

Regards,

Rinkal

[prakhar_saxena]

Yes you dont need to do that

date rule

it means in simple words deriving a Date base upon certain criteria....now you use XML etc for the same.

Regards

Prakhar

Edited by: Prakhar Saxena on May 28, 2010 9:59 PM

Edited by: Prakhar Saxena on May 28, 2010 10:00 PM

[Former Member]

Hi,

I hope you have done these.

Please maintain a SLA determination procedure with access sequence as service organization.

have an org determiantion rule which determines your service desk.

Once u determine your org,your sla dates will be calculated.

Amol

[Former Member]

SLA determination proc at Transaction type.

And u have the org determination profile at transaction type.