Service Desk : deadline Management

[Former Member]

Hi experts,

I'd like to know if there is some documents or wikis that explain how to activate and customize the deadline Management in Incident Management (Service Desk). I am using SolMan 7.1 and as you know we can only use the CRM_UI interface.

Thanks a lot;

[VJain]

Hi,

Please check

Service Desk Confug Guide:

Please goto:

http://wiki.sdn.sap.com/wiki/display/SAPITSM/Configuration+and+Administ

ration+of+ITSM

(all in one line)

And select Configuration Guide - Application Incident Management

Thanks

Vikram

[Former Member]

Vikram,

Thanks for your answer. I already checked this document, there is no relevant informations about SLA, it just tell me where I can start the custo in the IMG of SLA escalation and that's it. It is not very clear for me. Do you have another how to ?

Thanks a lot,

Rachid

[Former Member]

Hi, Rachid.

There are some blogs on SCN with SLA configuration in SM 7.0, but they would not help you because in SM 7.1 new SLA is used.

And as I know there is no SLA's how-to. May be this one SAP Help page will help you to understand the process better: Calculation of Service Times

[Former Member]

Artem,

Thank you for your answer, I'll try to find how can I configure it.

Best regards

Rachid