Automatic SLA Profile Assignment

[Former Member]

Gurus,

Is it possible to automatically assign SLA service and response profile whenever incident message is created in SolMan 7.1?

Right now, I must choose the profile manually in SLA Assignment Block before the IRT & MPT Status are calculated.

PS: I'm using the SLA based on priority.

Thanks much for help.

Regards,

[Former Member · Accepted solution]

Hello Lori,

Give a try and check SPRO tcode, search for 'Define SLA Determination Procedures', than you can determinate SLA using Sold-to-party, Ibase, components objects etc. (please see documentation).

If you have Solution Manager SP5 you can also see this doc:

https://websmp108.sap-ag.de/~sapidb/011000358700000789962012E

BR,

SAPFan

[Former Member · Accepted solution]

What a thorough documentation!

I have found out in SolMan 7.1, you don't need action profile to assign automatic SLA, but only in Assignment Block of BP (either sold-to party, processor, etc).

Regards,

[prakhar_saxena · Accepted solution]

Lori

There are various ways to achieve it,one i have suggest which is been in existence from 2009 or before and another one you are trying right now. still there are other ways ....

But it is always possible to determine it via

• action
• BADI
• determination rules or access sequences..etc

This purely depends upon the functional need of the customer or project requirement.

Choice is urs ....suiting ur req

Regards

Prakhar

[Former Member · Accepted solution]

Hi Prakhar Saxena,

I have doubt reagrding this topic.we can determine SLA based on service contract,service product,reference objects etc.On what basis we are selecting these items(eg:-service product,service contract etc) for sla determination.Is dre any advantage over other....please suggest me....asap

[prakhar_saxena]

Hi

Yes it is possible and works in both version of solman

For assignment to SLFN or ZSLFN support message transaction type

There are several ways... one is .....you can define an Action to make this possible and assign it to slfn or ur transaction type of service desk..

Action Details to be used:

Processing time: Processing when saving document & Schedule automatically.

Determination Technology: Determination Using Conditions that Can Be Transported.

Rule Type: Workflow Conditions

Action Merging: Max. 1 Action for Each Action Definition.

Processing Types: Method Call

Method: AISDK_SP_ADD_PRODUCT

Processing Parameters:

Element: PRODUCT_ID

Name: PRODUCT_ID

Short Descript.: PRODUCT_ID

Structure CRMD_ORDERADM_I

Field: ORDERED_PROD

Initial Value: <your Service Product from COMMPR01>

http://scn.sap.com/thread/1367182

hope it resolves

Regards

Prakhar

[Former Member]

We have followed the procedure, but whenever message's created, still no SLA assigned.

Should we set the status to in process and then save first? Yes/no the answer is, still no SLA profile is automatically assigned.

Please help.

Regards,