on 01-01-2015 11:21 PM
Dear All
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.
XYZ Company
-----> 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.
Please advice.
Regards
Urvish
Also check:
Service Desk: SLA configuration hints
https://weblogs.sdn.sap.com/pub/wlg/24813
Thanks
Vikram
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Hi Urvish,
Please check if it helps:
1913133 SLA configuration hints for SAP Solution Manager 7.1
Thanks
Vikram
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Hi, Urvish.
What is your SLA determination procedure?
Do you use different statuses for Level-0 team incident processing and for other teams?
BR,
Artem
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