on 09-09-2014 10:54 AM
Dear All,
We have a requirement to trigger email to Support team for all incidents based on IRT and MPT percentage like 50%, 75%, 90% and 100%.(for all priority / category tickets)
For example - An email should be sent to the Support team when the IRT reaches 50%, then next email when it reaches 75% and so on before it is breached.
Any suggestions ?
Thanks & Regards,
Nisha
I am not sure if this is working but I would try the following. The problem is that you cannot define different thresholds for one condition in view AIC_CLOCKNAME. So, I would try to add more conditions to be checked.
- extend badi AI_SDK_SLA_COND with additional filter values, e.g. IRT_WRN_50,
IRT_WRN_75, or whatever and check the implementation
- in SM30 for view AIC_CLOCKNAME add these filters with corresponding thresholds
- create additional action definitions and place the new created filters as start condition
Regards, Richard
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Hi Richard,
I performed all mentioned steps and created new action definitions for new thresholds with new Start Conditions but they are doesn't work.
I think the reason is because the new Start Conditions can't saved for new Action definitions.
Pls see attached screens.
Can you pls help to solve this problem?
--
best regards,
Yessen
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