Service Desk/SLA: No service contract could be determined

[Former Member]

Hi!

I would like to extend Service Desk functionality with SLA, e.g. each created service desk message should be assigned to standard product “SUPPORT_HOTLINE”.

Unfortunately when the service desk message is created the product cannot be found and I get the error: “No service contract could be determined”.

I executed several steps required for this issue, such as:

1) create a service contract (Service Desk contract) via tcode CRMD_ORDER and assigning them the standard product "SUPPORT_HOTLINE"

2) activate transaction type SLFV

copy Transaction SLFN to ZLFN and allow them to find the contract partners "E"

3) copy the Control to transaction types SLFV to ZLFN and

copy the Control for Items categories SOL3 to ZOL4

4) change transcation type to "ZLFN" via tcode SPPFCADM

5) change process type to "ZLFN" via tcode DNO_CUST04

6) I activated action AI_SDK_ADD_PRODUCT from action profile

AI_SDK_STANDARD and added product 'SUPPORT_HOTLINE' to the container value of this action

AI_SDK_SP_PPF

Questions:

a) Do I miss some additional settings?

b) Has someone some suitable documentation for this?

Thank you very much indeed

Thom

[Former Member]

Hi Thom,

Were you able to fix this issue. Me too facing the same at my end.

Will appreciate if you could you please share the work around!

Regards

Rahat

Edited by: Rahat AHMAD on Dec 17, 2008 11:47 AM