SLA

[Former Member]

Hi gurus

Can anyone tell me or guide me.....

how can i can implement SLA in support desk scenario for solman 4.0 fresh installation.

My client req is ....

very high priority ......time is 0.5 hour

high ..................................1 hour

medium..............................1 day

low.....................................3 days

Please help me.

[Former Member · Accepted solution]

Hi!

For this issue use the tcode "CRMD_SERV_SLA".

• Select New Entry

• Define Serv. Profile and Description

Then you have to:

• Select Availability Time

• Define the specifications for the Service Profile

Create new response profile

• Select New Entry

• Define Response Profile and Description and mark checkbox Priority

Then

• In the Dialog Structure double-click on Indicators for Response Times

• Specify the Indicators for Response Times

• Select an entry and in the Dialog Structure double-click on Response Times

• Specify the Response Time for the selected Indicator (priority 1, 2, 3, ...)

Please award points, if the information is useful for you.

regards

Thom

[Former Member]

Dear Thom,

As suggested by you I have done this but don't know how to proceed further i have created SLA but how to assign this to SLFN transaction type.

Looking forward to your quicker response.

[Former Member]

Hi tushar,

After creating the service and reponse profiles, the profiles should be assigned to a Product of type Service.

For creating a product, first step is creation of Hierarchies and Categories

Maintain hierarchy and a category transaction COMM_HIERARCHY and

for that category assign the following set types

CRMM_PR_SRVENT

COMM_PR_SRV

then in the same page choose the menu path

Environment--> Assign Hierarchies to Applications

in the following screen select the Application as Product and assign your Hierarchy then select the Product type as Service and again assign your Hierarchy.

Maintain Product workbench Transcation COMMPR01

then assign those profiles to that Product.

You have to create a Service contract using the transaction type SC and link the contract with the Service desk messages. Then only you can maintain SLA for service desk messages

regards

Naveen kumar

[Former Member]

Hi Naveen,

Can you perhaps answer the following questions concerning Service Desk/SLA?

1) How can a Service Desk message be automatically assign to the product (tcode COMMPR01)?

2) How can the existing hierarchies ID and categories (tcode COMM_HIERARCHY) be deleted?

3) When I define a new hierarchy and category it is not possible to assign the set types CRMM_PR_SRVENT and COMM_PR_SRV (there are not vissible in the list)

It will be great to get answers to the following questions..

Thank you very much

regards

[Former Member]

Hello,

1) How can a Service Desk message be automatically assign to the product (tcode COMMPR01)?

For this one dummy product should be created and that product should be assigned as the Processing Parameters for the Action profile SLF1

Call the Transaction SPPFCADM select the Application DNO_NOTIF --> Click on Define Action Profile --> select SLFN0001_STANDARD_DNO

--> select SLFN0001_STANDARD_DNO_CRM --> Go to Edit Processing parameters

there you have assign the dummy product. so that product will be the default product for all the support desk messages you create

2) How can the existing hierarchies ID and categories (tcode COMM_HIERARCHY) be deleted?

You open the same transaction choose menu Hierarchy/Category --> Delete

if any set types are assigned for the category then delete them first then delete the categories assigned under the hierarchies and then delete the Hierarachy.

3) When I define a new hierarchy and category it is not possible to assign the set types CRMM_PR_SRVENT and COMM_PR_SRV (there are not vissible in the list)

After creating the Hierarchy and category, go to the menu path which i mentioned in the previous post and make that entry. Then only set types specific to the Service product type will be listed.

Refersh the runtime buffer also,

Hope i have answered all your questions,

Reward points for helpful answers

regards

Naveen kumar

[Former Member]

Hi Naveen,

thank you very much for your response.

Unfortunately none of your recommendations were succesful for me.

1) automatic product assignement of products to Service Desk Messages

What i have done:

- Tcode SPPFCADM

- select application DNO_NOTIF --> Click on Define Action Profile --> select SLFN0001_STANDARD_DNO

--> select SLFN0001_STANDARD_DNO_CRM --> Go to Edit Processing parameters

- define a new action for method "CRM_DNO_ORDER"

name: PROCESS_ID

type: ABAP DICT. Data Type: CRMT_PRODUCT_ID

initial value: SUPPORT_HOTLINE

Save, leave the transaction

Create a new Service Desk message.

No product can be detected...

2) How can the existing hierarchies ID and categories (tcode COMM_HIERARCHY) be deleted?

>You open the same transaction choose menu Hierarchy/Category --> Delete

If I execute your recommendation, I get the following error:

Products are still assigned to the category; deletion is not possible

Message no. COM_CATEGORY004

3) When I define a new hierarchy and category it is not possible to assign the set types CRMM_PR_SRVENT and COMM_PR_SRV (there are not vissible in the list)

>After creating the Hierarchy and category, go to the menu path which i mentioned in the previous post and >make that entry. Then only set types specific to the Service product type will be listed.

The problem is that I don't have these values in the list.

Do you have perphaps some documentaiton with screenshots describing the whole process?

Thank you very much,

regards