SLA Determination Based on Support Team

[former_member204161]

Hi ,

I want to setup SLA Determination in ITSM based on BP-Support Team .

Can anyone give me some hints with that ?

I tried to assign SLA Profiles to the BP ("Accounts" in CRM_UI) , and used Access Sequence as "Organizational Unit (Service)" but it did not work.

Thanks,

Shaswat

[former_member204161 · Accepted solution]

Hi ,

Yes that's what I tried . But its not working.

I assigned SLA Profiles to the account. I don't know if it works that way , the standard guide doesn't describe this use case.

Regards,

Shaswat

[Former Member · Accepted solution]

Hi,

you can try with Badi CRM_SERVICE_CONTRACT. check out

But i need to check in this in 7.1-

Thanks

Jansi

[former_member204161 · Accepted solution]

Hi ,

I am trying to do with a Badi. However I want to know if there is a way to do it through standard customizing , using access sequence "Organizational Unit (Support Team)"

Regards,

Shaswat

[prakhar_saxena · Accepted solution]

Hi Shaswat

This doesn't work as mentioned in the wiki page and SLA doesn't get determined by the org unit or support team via customizing.

We reported this to SAP and got a feedback that this is not supported and will be removed in future from the access sequence.

Therefore the only option is to implement badi i.e. crm_sladet_badi and use BADI determination in ur acess sequence to call this badi.

hope this clarifies

Thanks

Prakhar

[former_member204161 · Accepted solution]

Hi Prakhar,

Thanks , I got the same feedback from SAP.

It is working using the Badi that you mentioned.

Regards,

Shaswat

[Former Member]

Hi Prakhar,

Can you please share knowledge on CRM_SLADET_BADI.

I have implemented above BADI to determine SLA based on support team in SOLMAN.

problem is this new implementation is not triggering while changing SLA or creating incident in solman.

why its not triggering? is there any settings to trigger (I specified "Badi implementation" in access

sequenc also). can you please share some sample of above enhancement spot implementation.

Thanks,

Achu.

[Former Member]

hi,

if you are in SM 7.1 you can use, sla determination via access sequence

refer SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

3.2 sla determination access sequence, in your case it should org units

thanks

Jansi