on 02-17-2012 9:26 AM
Hello,
We have done required configuration in Solution Manager to identify the SLA part in support notifications, However when we create the tickets from R/3 System the SLA part for the ticket is not getting calculated correctly. Also in the item details tab it is showing that no service contract could be determined.
Does anyone knows about this.?
Hi,
I would suggest you to check the time recording functionality, see
details in:
http://help.sap.com/saphelp_sm70ehp1_sp26/helpdata/en/d5/299631364d4e959
c6609ca3bc24740/content.htm
Another possibility is configuring the Service Level Agreement, see
details in SDN blog:
Service Desk: SLA configuration hints
https://weblogs.sdn.sap.com/pub/wlg/24813
or
http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/24813
Thanks
Regards
Vikram
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