CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
Many Thanks
Panduranga

Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
The availability profile is maintained in SAP Easy Access> Service> Service Contracts and Service Plans --> CRMD_SERV_SLA - Maintain Availability and Response Times
Hope this will help
Regards
Rekha Dadwal

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I hope you are well and many thanks for using the SAP Discussion Forums .
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Universal Worklist Configuration - DTD
http://help.sap.com/javadocs/NW04s/current/uw/com/sap/netweaver/bc/uwl/doc-files/uwldtd.html
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CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

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