SLA calculation for both MLC and IBase

[Former Member]

Hi, All

Instead of using SMIN and SMRQ we are using ZMIN with Incident and Service Request Categories.

For SLA calculation we created 2 Service Products using MLC scheme for Incident and Service Request accordingly. IT worked fine until SLA was equal for different IBase components. But not any more. In case of using SLA for IBase, we lose SLA for MLC. We need to use them both. Any ideas, except returning to SMIN and SMRQ. 

Best wishes,

Oleg

[artemzhegalin · Accepted solution]

Hello, Oleg.

Standard SLA determination procedures works line-by-line until it matches the first existing SLA source in access sequence and in your CRM-document:

When SLA source is found - SLA determination procedure is stopped. So you can use only 1 source.

You can try to use BADI CRM_SLADET_BADI to implement your determination logic (with two sources).

BR,

Artem

[Former Member · Accepted solution]

Hi Artem,

Thank you

We'll try...

Best wishes,

Oleg

[Former Member · Accepted solution]

Hi Artem,

We didn't have to use BAdi. After a little change, we just activated all fields for response times selection.

Best wishes,

Oleg

[artemzhegalin · Accepted solution]

Hi, Oleg.

Was your "little change" realized with ABAP development or customizing?

BR,

Artem

[Former Member · Accepted solution]

Hi Artem,

Customizing. We start using CI as Category, instead of IBase.

Best wishes,

Oleg