SLA service profile different from Priority

[lue_wang]

Hi.

I need 'Very High' priority messages a 7X24 serivice profile SLA and other priorities('High','Medium','Low') message a 5X8 service profile SLA.

How to configure in SolMan 7.1?

Thanks.

[Maxxim]

Hi,

please consider the "how-to" documentation already linked in the replies.

To implement your requirement you will need at least two service profiles -- one for the regular support 5x8 and one for 7x24 for very high priority incidents. Since incident priority is the criteria of sla profile determination (service profile and response profile build the sla profile), the only way to find the profile would be to implement the  CRM_SLADET_BADI (see section 3 of the guide).

All other steps to setup the sla monitoring and escalation are straight forward and described in the how-to documentation.

You may also consider the question what should happen when priority is changed, at least between "very high" and other values.

BR,

MS

[Former Member]

Hi Lue,

We have a similar requirement so wanted to check how have you achieved the same. thanks in advance.!

Regards,

Rashi

[Former Member]

Hi Lue,

Try with tcode CRMD_SERV_SLA. and maintain one service profile for high and second for other

priorities, more on pdf page 22.

br,

k.

[Former Member]

Lue Wang wrote:
Hi.
I need 'Very High' priority messages a 7X24 serivice profile SLA and other priorities('High','Medium','Low') message a 5X8 service profile SLA.
How to configure in SolMan 7.1?
Thanks.

Hi, Lue.

It is not possible with standard functionality.

BR,

Artem

[former_member118647]

Check " how to guide"

https://websmp210.sap-ag.de/~sapidb/011000358700000789962012E

regards,

Suhel