SLA Escalation no email notifications

[Former Member]

Hi Experts,

I have followed below document for SLA Configuration.

http://www.service.sap.com/~sapidb/011000358700000789962012E

I performed all the steps mentioned in the document. Still email alerts are not coming. Scott configurations are already done and we are receiving system alerts. Did I missed any other things. Please suggest.

[Former Member]

Hi Sudheer,

Please check the below latest blog for SLA with Mail configuration settings

http://scn.sap.com/docs/DOC-46493

Rg,

Karthik

[prakhar_saxena]

Hi

Have you configured escation email or warning alerts etc

follow in SPRO

Under

Capabilities (optional) -> Application Incident Management (service Desk) -> SLA Escalations -> Activate SLA Escalations

In transaction DNO_CUST04 set the attribute SLA_ESCAL_ACTIVE to 'X'

hope this helps

Regards

Prakhar

[Former Member]

Yes, I have done that. In pg 49 4.1 it is mentioned "email notification will be triggered to defined partner functions" Do I need to do anything on partner functions.

[Vivek_Hegde]

So what is the partner function you have maintained?

[Former Member]

Hi Vivek,

By default there are some partner functions enabled. Few are blocked.I havent made any configurations.

@ Karthik, I have gone through the document, no luck.

[prakhar_saxena]

Hi Sudheer,

What is the issue happening

I mean can you see the actions are getting scheduled and not executing in the ticket

If the actions are not present in the ticket as well or not scheduled then you might need to recreate them

have you checked the log in the tickets

Regards

Prakhar

[Vivek_Hegde]

By default in any Incident ticket, 3 Partner functions are involved 1. Message Processor 2. Reporter 3. Service Team ; if you are OK with these partners you do not have to create anything in Partner functions.

Now in case of IRT/MPT escalations, you have to decide to whome (off above 3) should the notification be sent. That is the configuration you have to do. Go to txn CRMC_ACTION_DEF, select the Action profile (ZMIN_STD , SMIN_STD etc..) Action Definition SMIN_STD_SLA_IRT_ESC SLA Escalation (IRT),  double click, and maintain the Partner here

Regards,

Vivek

[Former Member]

Hi Prabhakar,

I opened the incident in edit mode went to Actions and selected E-mail to reporter. After doing this, I got an email with attached pdf. If I am not wrong, this should trigger automatically when IRT and MPT exceeds time.

[Former Member]

Hi,

issue will be in the Action profile or condition.

please chek the below bog,

Pep Up Your ChaRM - Part 1: HowTo Create a Smart e-Mail Action

Also check whether the schedule condition in green status ?.

Also maintain the mail id details in the BP and su01 also.

which action definition using for the mail action, refer the SMIN_STD_MAIL .

Rg,

Karthik

[prakhar_saxena]

Hi Sudheer

What you are doing currently is manual way of triggering email which is fine and proving that you have scot properly configured with BP - email  settings etc

I am assuming you have not configured escalation email actions as per STEP11 in this blog

http://scn.sap.com/docs/DOC-46493

check above and let me know if this resolves

happy to help

Regards

Prakhar

[Former Member]

Hi Prabhakar,

I have to go through the above document again. Something new for me and I dint worked on SM earlier.

[Former Member]

Hi All,

My issue is resolved. Thank you all for your inputs.

I logged with dispatcher user and assigned processor to the created incident. After performing this, I got an email notification. This is what I missed.

Referred business roles and authorizations

http://www.service.sap.com/~sapidb/011000358700000087492013E

What I understand with this SLA Configuraiton and escalation is

1    Reporter / end user create an incident.

2    Dispatcher will select the appropriate processor

3    Processor team will work on the incident

3    Depending upon service profiles, an email will trigger.

Please correct me if I understood it wrongly.

[Former Member]

Hi, Sudheer.

There is a note in SLA config guide (page 51):

So if you do not fill "Message Processor" - there will be no e-mail notification.

BR,

Artem