SLA in Change Request Management (ITSM)

[Private_Member_19084]

Hi experts,

I already know the SLA-Management of Incident Management (Solman 7.1 SP8).

Is there also a possibility, to get SLAs in Change Requests?

E.g. for defined working-times like, exchanging a printer, creating a user, getting an authority.

Kind regards

[prakhar_saxena · Accepted solution]

Hi Christian,

The same way it work for incident ..similarly you can create it for RfC but with little bit of customizations

Just create a SLA sequence and then assign it to transaction type..further customize as per requirement

Thanks

Prakhar

[Private_Member_19084 · Accepted solution]

Hello Parkhar,

ok, so I found the frame.

But the MPR/IRT Fields are not available in RFC, right?

Kind regards

[prakhar_saxena · Accepted solution]

Hello Christian,

As I have mentioned earlier, you need to do a combination of configuration and customizing(development) to achieve this.

Also below note clearly mentions that this is not possible in standard

2193554 - Service Level Agreement is not supported for ChaRM

Therefore, you can enable the existing fields etc in the WEB UI but you need to do lot of coding changes to make it fully work

this should help

Thanks

Prakhar

[Former Member]

Hello,

We have the same requirement. In the incident it works fine and is the service profile/response profile determined. But for the Change Request (RfC) it do not work.

The following reaction I get from SAP:

07.07.2015 - 14:23:30 CET -  by SAP

Hello Richard,

I have checked this incident with some senior colleagues of ChaRM team

and they agree that is not available for charm documents. The standard

SLA is assigned to ZMIN, transaction types for incidents, however

there is not a standard assigment for change documents.

This information in spro is pointing that you are able to assign

service level agreement for crm documents, but it is a consulting

issue, as it not present in the standard.

Again, you can request this functionality following the next link:

https://service.sap.com/influence.

Thanks and best regards,

SAP Active Global Support

So it seems not to work. What customizing is neccessary to make this working?

Best regards,

Richard Veldhuis