Problem with e-mail on SLA Escalation SM7.1 SP04

[Former Member]

Hi,

I made the SLA configuration on our Solution Manager but the sending e-mail and the MPT and IRT status are not working.

PS. All the strategy for calculating the SLA are working fine.

I have implemented all the possibles SAP notes and check the SLA SAP configuration guide and the site bellow but my e-mail is not working.

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

The message is that there are no strategy or action definition for the selected action.

Anyone ever experienced this situation?

Explicative screens:

Best Regards,

Marcus Campos

[prakhar_saxena]

Hi

Please check below notes for IRT and MPT problems

Note 1772624 - Incorrect calculation MPT percentage

Note 1654642 - SLA Escalation before message is saved

Note 1892046 - SLA: status "MPT Exceeded" is set incorrectly

Note 1705846 - SLA Escalation while not responsible or available

Note 1771607 - AI_CRM_PROCESS_SLA: SLA user status is not set correctly

Note 1674375 - SLA: Customer durations not applied correctly

the last note has an attachment and you need to fix table entries in CRMV_SRQM_DATSTA_SP04

Once the IRT and MPT problem is over we can check the email triggering issue as well.

Regards

Prakhar

[Former Member]

Hello, Marcus.

Please, show us screenshot of your action definition for ZMIN...IRT_ESC and ZMIN...MPT_ESC.

BR,

Artem

[Former Member]

Artem,

The start and schedule conditions are copnfigured like the columns on picture 4 of the initial post. I saw that there are no condition parameter defined to change status like we do on ChaRM actions (J_STATUS). 

Do you think that I need to change this? On the SMIN conditions there are no defined parameters too.

thanks,

Marcus Campos

[prakhar_saxena]

have you removed the checkbox infront of below actions in the last column

[Former Member]

Prakhar,

Yes. Both actions are with this field unchecked.

Thanks,

Marcus Campos

[Former Member]

Hi Marcus,

Please re check SLA configurations. Also check scot configuration.

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

[Former Member]

Hi Sudheer Garigipati,

I checked the steps on this forum too. the only thing diferent is the topic 4 on the  secont print because i'm not on SP05 or above, I'm still on SP04 so, the actions bellow aren't configured with the DURATION TYPES:

SRQ_TOT_DUR or SRQ_WORK_DUR.

On the forum, Dolores said tha it only begins on SP05

Thanks for your answer. Do you know any other hint?

Best Regards,

Marcus Campos

[Former Member]

Hi Marcus,

Please check on maintaining business partners and maintain email addresses for the partners.

https://websmp107.sap-ag.de/~sapidb/011000358700000087492013E

[Former Member]

The BP and user e-mail are ok too. I have other customized actions that send e-mail too.

thanks,

Marcus Campos

[Former Member]

Hi Marcus,

Check whether SLA background job is running or not.

AI_CRM_PROCESS_SLA report.

[Former Member]

Hi Marcus,

Please check the Note 1771607 - AI_CRM_PROCESS_SLA: SLA user status is not set correctly.

Also check the configuration guide SAP ITSM- Service Level Agreements- How to guide

Rg,

Karthik

[Former Member]

Hi Karthik Paramasivam,

This note is only for SP08 of Solution Manager. I'm still on SP04 so, I can't apply this note. I followed this configuration guide and made 2 reviews to check if i didn't miss any step.

thanks for your answers. Do you know any other hint?

Regards,

Marcus Campos