CRM 4; Utilities Add On; Service Ticket; SLA

Hello Experts,
We are implementing CRM4, service industry with utilities add-on.
We are using the service ticket for service request creation, applying the four tier classification of call types.
Each call type has an SLA timeframe for completion.
The SLAs are not product nor contract dependant - and only relate the the type of service stipulated in the service ticket.
I have set up the date profile etc.
I would assume that a dummy product and dummy contract will have to be created to invoke the SLAs but I am not managing to get the Service Ticket to see the response times.
Please could you point me in the right direction? i.e. How can I create an SLA against each code (category; code group; subject profile)? (without using service contracts?)
Much appreciated!

Hi Tanya,
We have got the escaltion time picking in the ticket via BADI.
This BADI is called on Saving the ticket, which checks the code and then brings the code related SLa time form the response profile (which is also assigned to the product -Dummy one) and then checks for the Date profile date type date rule if any calculation is to be done it does that and then populates the times.
I think the need for contract is arising only because in the dummy product master of contract type only we can attach the reponse profiles ...you can actually add the set type to your service product(Dummy) and then try this .I'm sure it will work .
Works for us.
Regards
Raj

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