SLA calculation outside working hours for Very high priority

[Former Member]

Hi to all!

Please tell, is it possible for the process Incident Management customize an ability to calculate SLA  for non-working hours of the company? For example: for "Low", "Medium" and "High" priority SLA is calculated only during business hours of the company, but for "Very high" priority the calculation is carried round the clock (24/7).

Thanks and best regards,

Pavel

[Former Member]

Hello Diana,

It is possible to have this option.

Regards.

[Former Member]

Hi!

I think you should create another Service profile where you define for priority 1 (very high) availibility time

Regards,

Diana

[Former Member]

Hello Diana!

Thank you for your reply. I'm not sure that it will help. When i define Service profile i can maintain in calendar form the availability time of the organisation( at once for all priorities), but i can't assign more than one Service profile for one organisation. Can you interpret in detail your idea?

Best regards,

Pavel

[Former Member]

Hello Pavel,

If you are using Solution Manager 7.1 SP5 or higher please read this document, I hope that  helps you.

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

BR,

SAPFan

[Former Member]

Probably Badi will help for this issue