SLA ITSM : Email Notif from Processor to Upper Level (4th Level)

[Former Member]

Hi All,

we have SLA Case, customer needs escalation mechanism when incident has

MPT/IRT Exceeded, manager (Level upper) of message processor has email

notification and got Incident Documents,

here our Support Desk Org Struct (PPOMA_CRM):

Level 4 (Head of Branch)

|

|

----> Level 3 (Manager of Branch)

|

|

-----> Level 2 (Sec Head of Branch)

|

|

-----> Level 1 (Message Processor)

based on Org Structure, our client need email notification and Incident

Document when MPT/IRT has exceeded ,so Level 2 get email & incident doc

automatically.

our current situation : we have configure PPF (SPPFCADM and SPPFCDETCRM) to define email notification, but only

sent to Requester and Message Processor when MPT/IRT Exceeded.

so, any advise ? if SAP ITSM does not support this mechanism, please

info

us.

Thanks

ghochi

[VJain]

Hi Ghochi,

Please check if it helps:

http://scn.sap.com/docs/DOC-35291

Thanks

Vikram

[Former Member]

Hi Phillp and Vikram,

thanks your help, I already read that document many times.

I already tried what you suggested, but in my case, each organization unit has multiple level, so lets says

Level 4 Organization unit (emailnos@com)

   |

      has position (S) ---> assigned Boss 1 User / BP (emailbos@com)

          |

            Level 3/2/1 Organiztio unit (emailleve3/21@com)

                |

                  has position (S) ---> assigned  level3/2/1 User / BP (emaillevel3/2/1@com)

if we applied at org unit level (email also BP assigned), we can use multiple email (boss email and upper level than processor) added at BP belongs to processor, so any email which sent to processor also sent to upper level, but that problem our client need Boss will be sent email when IRT/MRT exceeded eventhough all bos email already added at Processor BP (Communication tab)

but our points are :

- how could this solman send IRT/MRT also to all email which already added at Processor BP?

- how could this solman bring all document (incident) to upper level when IRT/MRT Exceeded?

- how to send IRT/MRT Warning send email? I already made 2 Action Profile (SPPFCADM/SPPDCDETCRM), but no email sent.

thanks guys, I hope you can help me and bring me out this problem

BR,

ghochi

[Former Member]

Hi Ghochi,

What release / SP is the customer Solution Manager?

In 7.1 you will find these two actions:

SMIN_STD_SLA_IRT_ESC

SMIN_STD_SLA_MPT_ESC

Have you had a look upon these actions yet?

BR,

Philipp

[Former Member]

Hi Philips,

my version is SAP Solution Manager 7.1 SPS11, yes I gave both Actions at CRM_ORDER.

I already activated both actions, but when I copied to Z actions and put Partner Determination as Message processor also added multiple email at BP belongs to Message Proccessor.

system only send email to Message Processor email and did not sent email another email when I added multiple email at BP (Communication)

also, I have created 2 Actions for Warning IRT/MPT but it's not working 😞

do you any detail guidance about this case?? please share to us

thanks

Ghochi

[Former Member]

Hi Ghochi,

Please try to copy one of the actions, Set another execution number and then enter the specific email.

I will ask a colleuage for additional info, so please handle this answer just as an quick and dirty workaround.

BR, Philipp

[Former Member]

Hi Ghochi,

You can create a list of eMail adresses for one BP.

Please find the information in this thread: http://scn.sap.com/thread/1747764

Hope this helps.

Best Regards,

Philipp

[Former Member]

Hi Ghochi,

I think you could realise this when you copy the action and set the partnerdetermination  function for the email receipient to the organizational unit.

Hopes this helps.

Best Regards,

Philipp