create SLA w ith extra email notifications

[former_member289087]

Hi Experts ,

i'm new to solution manager ,

my task is to create SLA with email notifications every period of time ,

time	analyst	team lead	manager	support agent	Header 6	Header 7
15 min		Notification		Notification
30 min		Notification	Notification	warning
45 min	Notification	warning	warning
60 min

this an example of what i need to do , after 15 minutes send notification to agent and team lead ,

after 30 minutes send warning to agent and notification to manager and team lead .

any idea how to achieve this .

Regards ,

[former_member289087]

Any suggestions ?

[prakhar_saxena]

HI Mohammed,

As this is a very customer specific requirement, I would recommend to implement BADI and achieve this.

We have implemented similar ways for many customer's as this is very common requirement for SLA.

In standard you can trigger

one email for Warning for IRT and similarly another one for MPT

one email for SLA breached for IRT and similarly another one for MPT

further, create an action and call this BADI Implementation to achieve this.

Thanks

Prakhar

[former_member289087]

Hi Prakhar ,

thanks for your reply ,

would you please provide some technical details about this, what i need are

*badi name ,where to check clock values .

i'm still new with solman and service desk related issues , so any info will really help .

regards ,

Mohamed Samir

[prakhar_saxena]

Hi Mohammed,

you can use the ORDER_SAVE Badi which gets triggered every time you hit the save button.

or you can create a custom email action etc

various ways of achieving it

and thus you can achieve with ABAPer

Thanks

Prakhar

[former_member289087]

Hi Prakhar ,

unfortunately i'm the ABAPer .