SLA Email Notification

[Former Member]

Hi,

Facing problem in SLA email notification, SLA email is triggering when i am saving the ticket before IRT & MPT thershold value reach. I followed the standard SLA document. Background job AI_CRM_PROCESS_SLA also not triggering email when the threshold value reach. I think i missed some thing in the configuration.Please help to configure SLA notification in incident management.

Thanks

[VJain]

Please check this SLA guide:

http://www.service.sap.com/~sapidb/011000358700000789962012E

And check in action logs if email action is getting executed or not.

Thanks

Vikram

[Former Member]

Hello,

Please verify accroding to SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

Also check hints from note 1913133 - SLA configuration hints for SAP Solution Manager 7.1 and 1999320 - SLA calculation wrongly set IRT and MPT escalation status

BR,

K.