SLA configuration for 3 different teams in SolMan

[former_member210667]

Hi,

We have  3 different teams and its required 3 different SLA's Example as below:

Team 1- Very high & High  it should trigger 24/7 and medium and low- 8AM to 5 PM

Team 2- Very high & High  it should trigger 24/5 medium and low- 8AM to 5 PM

Team 3- No very high. Only High, medium and low -8AM to 5 PM

1.Please let me know how to configure?

2.Is it possible to assigned 2  service profile to 1 response profile?

3 Is the above configuration can do without any customization?

4.Is it required to make Mandatory to make the sold to part ?So that if they select Team1(Sold to part)..SLA will work as defined?

[prakhar_saxena]

Hi Neni,

Yes it is possible through various ways and without development

You can refer my below blog series with steps to set it up

hope this solves

Thanks

Prakhar

[former_member194601]

Hello Neni,

As an alternate to the solution provided by Rishav, I would suggest that you can even use BRFPlus to handle Multiple SLA based on support team.

Please find below link for the same

Support Team Determination via Business Rule Framework plus - SAP IT Service Management on SAP Solut...

Let us know if this works...!!

Thanks,

Vignesh

[rishav54]

Hi Neni

Please find answers as:-

1. Yes, it is very much possible based on sold to party.

How to configure:- You need to define the service and response profiles. Then you need to assign these service and response profiles to the user master data in SM_CRM->Master data then go to the particular sold to party->Service level agreement and assign those service and response profiles.
Assign all the service and response profiles to the sla determination procedure, assign that procedure to transaction type.
Define the access sequence accordingly. Please find below link it will guide you further.

SLA Management - SAP IT Service Management on SAP Solution Manager - SCN Wiki

2. You can not assign any response profile to multiple service profile, either you assign it to service product or ibase or sold to party .

3. Above configuration I had told you is very much possible without customization.

4. Yes SLA will work based on sold to party.

I hope it will resolve your query.

Thanks

Rishav

[rishav54]

Hi Neni,

Please let me know if this is resolved.

Thanks

Rishav

[Former Member]

Hi Rishav,

I have requirement to compute the SLA based on Sold to party and Category level.

Let me know if this is possible through standard configuration and provide some steps.

Thanks,

Daniel