SLA Issues

[Former Member]

Hi Experts

I have sucessfully configured the SLA in our system. but now I am having the below issues.

1) In the ticket Time stamp is not coming properly

time of first responce

time of completion of transaction item

2) Service Contact is not determining automatically.

3) In the ticket iService Employee group not coming automatically

Could you please help to resolve the issue

Thanks & Regards

[Former Member]

Hi

Thanks for your inputs and the documents.

As per the documents I have checked the SLA service desk configuraiton. but as per the documenti just found SOL3 only i am not able found sol4.

what is the differences between SOL4 and SOL3 ?

please does anyone knows how to get SOL4? Help me..

Thanks in advance

Venkat

[prakhar_saxena]

Hi

In addition

you can check here Pg 23 onwards

Advanced Quick Guide for VARs Service Desk (Jan 2010)

https://websmp206.sap-ag.de/~sapidb/011000358700000122472008E.PDF

Regards

Prakhar

[Former Member]

Hi,

Please recheck all the steps stated here [Service desk- SLA hints|http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/24813] [original link is broken] [original link is broken] [original link is broken];

and make sure have released the contract both in service level and item level

Thanks,

Jansi