on 11-14-2014 7:54 AM
Hi All,
I have a question about SLA determination based on IBase and sold-to party and I hope you can help me.
Let us imagine the following situation (SolMan 7.1 SP8):
- Integrate SLA Management for IBase Components (MLC is not desired)
- 2x sold-to partys (A & B) [subsidiaries]
- Both (A & B) are working with the same assets (IBase Components) => (example IBase X)
- A & B have different SLA definitions (example A: 24/7 => SLA1; B:12/5=> SLA2)
- A creates an incident for IBase X and the combination of A + IBase X should result in SLA1
- B creates an incident for IBase X and the combination of B + IBase X should result in SLA2
Is it possible to configure such a situation within the SAP standard or do we have to define our own logic for determining SLAs (Business Add-In for SLA Determination)?
Thanks in advance
Dennis
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Hello Artem,
thank you for your fast answer.
Do I understand you right that the steps wihtin the access sequence are logically linked to each other (Access Sequence= a ^ b ^ c ... so that all steps have to be met to decide which SLA to determine)?
So when i create an access sequence with the two steps Business Partners (Sold-to party) and Reference Objects (IBase Component) the SLA determination will check both parameters and decides which SLA to be taken? (like my example above)
Before I opened this discussion, I read the following article and there it sounds for me, that the functionallity of the access sequence works slightly different:
http://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management
In chapter 3.2 "SLA Determination Procedure & Access Sequence" Point 4 "Define Access Sequence" it says: ...the system will run through the Access Sequence and every entry will be processed from top to bottom until the FIRST criteria fulfills the condition....
Because of this scentence I am not sure wether my above mentioned example will work with an access sequence.
I hope you can help me one more time.
Thanks in advance.
Dennis
Hi Artem,
the problem is that the SLA depends on both the sold-to party and the IBase.
In our situation there is not only one SLA per sold-to party.
Let's say IBase X = Sharepoint and IBase Y = DB2
for Partner A= 24/7
IBase X (Sharepoint) should have following SLA:
for Partner B= 12/5
for Partner A=8/5
IBase Y (DB2) should have following SLA:
for Partner B=24/7
So as you can see in my examples Partner A (and B also) doesn't have only one SLA! It depends on which IBase is affected and which Partner (Cumstomer) creates the Ticket.
So am I right that we need to do that with an SLA BadI or is this kind of scenario not possible?
Thanks in advance.
Dennis
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