SLA determination based on Support Team
I have configured SLA's in Incident Management - Solman 7.1 SP08. It is working fine as per the service & response profile configured. Below is the org structure which is maintained in ppoma_crm.
-----> Level 0
----> Support Team members of Level 0 ( Subject Matter Experts , Internal Team )
-----> Level 1
-----> Support Team Members of Level 1
------> Level 2
---- > Support Team Members of Level 2
------> Level 3 (SAP)
Incident raised from Satellite system are assigned automatically based on SAP component to the Level 0 team as per brf+ configuration. Since Level -0 constitutes team members of the Client itself , we don't want the SLA to be triggered. Is there a possibility , that once incident is assigned to Level 1 team , SLA are triggered/redetermined? We are not using Multilevel Categorization.