In sm_crm automatically populate service and response profiles based on support team

Hi All,
i have a requirement that in SM_CRM transaction while creating a incident user wants to automatically populate service and response profiles based on support team name.
i have checked for BADI's but dint find any which automatically populates service and response profiles at the time of creation of the ticket.
Kindly help!!

Hi Shaswat
This doesn't work as mentioned in the wiki page and SLA doesn't get determined by the org unit or support team via customizing.
We reported this to SAP and got a feedback that this is not supported and will be removed in future from the access sequence.
Therefore the only option is to implement badi i.e. crm_sladet_badi and use BADI determination in ur acess sequence to call this badi.
hope this clarifies
Thanks
Prakhar

Similar Messages

How to create Service and response profiles

Hello Gurus
I have configured the IC Web Client in solution manager 4.0 system. But in sservice ticket i am not able to see the SLA info. Please tell me
where to give these SLA parameters ?
How to create service and response profiles?
Shuold i use SLF1 instead of SLFN to maintain SLA ?
Please tell me how to do these it will be very helpful....

Hi Naveen
The Service and Response Profiles can be created in the easy access menu using the path
SAP Menu> Service> Service Contracts and Service Plans--> Maintain availability and Response Time
Availability time is also know as service profile
And then assign these service and response profiles to your Servie Product Master which will be used in the service ticket.
For the field to be available to enter teh service and response profile in the product master, assign the set types COMM_PR_SRV to the category in which the product will be created
Hope this would help.
Regards,
Rekha Dadwal
<b>
You gain a point for every point that you reward. So reward helpful answers generously</b>

Service Level (Service and Response Profile) block information-TABLES

Hi,
We are maintaining the service and response profile info under service levels assignment block in Iobject in SAP CRM WEBUI for SLA..
Where this info is stored in table level.
I know CRMD_SERWI and CRMD_ESCAL for Service and Response profile and I dont know how to get the link with Iobject.
Pl suggest
Regards
A.Sureshbabu.

hi Raghav,
What exactly do you mean by SLA View ? . Pls. check the following steps
1. The Factory calender Should be maintained.
2. In the Item category of the service ticket Date profile SRV_SLA_ITEM should be maintained.
Pls. revert if you need any help further .
Thanks,
RAJEDNRA SONWANE

Unable to Assign Service Profile and Response Profiles to Service contract

Hi All,
I am creating a new Service contract but unable to assign service and response profile in the Item details of a service contract.
The serice and response profiles are in display mode they are greyed out.
any ideas...
Regards,
Raj.

Hello, please ignore I've replied to the wrong posting.
Cheers
Message was edited by: Andrey Bondarev
Message was edited by: Andrey Bondarev

Automatically populate fields in jsp documents based on other fields

hello guys. I have a jsp document
that has the following
<af:inputText value="#{bindings.SourceDocumentId.inputValue}"
label="#{bindings.SourceDocumentId.label}"
required="#{bindings.SourceDocumentId.mandatory}"
columns="#{bindings.SourceDocumentId.displayWidth}"
binding="#{backing_transactions_editTransactions.docId}"
id="docId">
<af:validator binding="#{bindings.SourceDocumentId.validator}"/>
<f:convertNumber groupingUsed="false"
pattern="#{bindings.SourceDocumentId.format}"/>
</af:inputText>
<af:inputText value="#{bindings.DocumentName.inputValue}"
label="#{bindings.DocumentName.label}"
required="#{bindings.DocumentName.mandatory}"
columns="#{bindings.DocumentName.displayWidth}"
binding="#{backing_transactions_editTransactions.docName}"
id="docName">
<af:validator binding="#{bindings.DocumentName.validator}"/>
</af:inputText>
And I have created the generated the backing beans automatically.
public class EditTransactions {
private CoreInputText docId;
private CoreInputText docName;
public CoreInputText getDocId() {
return docId;
public void setDocName(CoreInputText inputText7) {
this.docName = inputText7;
public CoreInputText getDocName() {
return docName;
I have a method in appmodule that has this
public String getDocName(Number docId)
{String docName;
return docName
on the document Id field I have to input a certain docId after I input the docId I have to populate automatically the docName based on the doc Id being given.
question
1. how can I set the document name automatically w/out submitting the page ?
2. how can I use my backing bean to set the docName using the method in my AppModule.?
Can anyone help me regarding this one.
Thank in advance
alvin.

A: automatically populate fields in jsp documents based on other fields

here is what you need to do:
1. Change the definitions for your fields as following
<af:inputText value="#{bindings.SourceDocumentId.inputValue}"
                        label="#{bindings.SourceDocumentId.label}"
                        required="#{bindings.SourceDocumentId.mandatory}"
                        columns="#{bindings.SourceDocumentId.displayWidth}"
                        binding="#{backing_transactions_editTransactions.docId}"
                        id="docId" valueChangeListener="#{backing_transactions_editTransactions.docIdChange}"
autoSubmit="true">
            <af:validator binding="#{bindings.SourceDocumentId.validator}"/>
            <f:convertNumber groupingUsed="false"
                             pattern="#{bindings.SourceDocumentId.format}"/>
          </af:inputText>
          <af:inputText value="#{bindings.DocumentName.inputValue}"
                        label="#{bindings.DocumentName.label}"
                        required="#{bindings.DocumentName.mandatory}"
                        columns="#{bindings.DocumentName.displayWidth}"
                        binding="#{backing_transactions_editTransactions.docName}"
                        id="docName"
partialTriggers="docId">
            <af:validator binding="#{bindings.DocumentName.validator}"/>
          </af:inputText>2. add the followig method to your backing bean:
public void docIdChange(ValueChangeEvent valueChangeEvent) {
    getDocName().setValue((String)getDocId().getValue() + "suffix");
}Run your form and enter the value into docId field, then press tab to go to the next field - docName will be populated

I have been offered cc 2014 for 29.99 and its says contact the support team to see if I qualify - trying to get to the support team option by telephone just seems to send me in a loop - getting pretty disgusted with all the rigmarole just to get a somethi

This is an open forum, not Adobe support... you need Adobe staff to help
Adobe contact information - http://helpx.adobe.com/contact.html
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"
-or by telephone http://helpx.adobe.com/x-productkb/global/phone-support-orders.html

Adobe Configurator and deprecated Flash-based panel support in Adobe CC products

Does Configurator 4.0 (or Configurator 3) support the creation of HTML5-based panels?
I received the following email from Adobe:
Photoshop CC, starting in the middle of 2014, will remove support for Flash-based extensions. All other Creative Cloud products have already marked Flash-based panel support as deprecated at this time, meaning no future enhancements or bug fixes will be coming for Flash-based extensions.
The current version of Photoshop CC already includes support for a new type of HTML5 based panel. We are currently working on a new version of Adobe Extension Builder designed specifically to support the creation of these HTML5 based panels. You can download a free preview here: http://labs.adobe.com/technologies/extensionbuilder3/.
Details about developing HTML5 extensions for Photoshop as well as for other Creative Cloud products are available in the Extension Builder pre-release program here: https://adobeformscentral.com/?f=6V6IgvE0yLQQ7bgadxNXaw . You can also join the Photoshop developers' prerelease program for details specific to Photoshop. If you're interested, please let me know and I will get you setup.
Will the panels created by Configurator 4.0 work in PS CC after the middle of 2014 when support for Flash-based extensions is removed from Photoshop CC? For that matter, will the panels created in Configurator 3.0 work in PS CC after the middle of 2014?

I've carefully read all the posts here and would like to give my feedback on the whole question. I'm a professional retoucher and a teacher as well, and during my professional carrer I've built dozens of panels.
I do really take advantage of boosting my productivity with any customized panel, as automation is something that adds speed, reliability and dramatically reduce errors during repetitive tasks. Therefore, I can't live without it.
Now, I understand why Adobe wants to move towards HTML 5, but please give us the ability to keep our work at the same level of efficiency we currently have. Photoshop is not for amateurs, it's a professional software. And professionals must keep their productivity, for sure they can't afford any loss of it, especially in these times!
Moving from Flash to HTML 5 means rebuilding all the existing panels from scratch: how much this will cost to us in terms of time (and money) if we could have an HTML 5 version of Configurator? And how much, if we don't have a tool like Configurator at all? Three times, ten times as much? Maybe Adobe knows the answer, not me, I'm not a coder. But I'd like to know this answer.
Further, picture this: I've taught several classes for at least five intercontinental companies on how to build actions and organize them into panels for improving their productivity. Every time the response was the same: BOOM!
They had a huge speed improvement in their daily workflows, and started to build dozens of panels by themselves for any possibile use. It was like opening a Pandora's box for them (their words).
Every one who attended my classes, have taught the same topic inside their company and the reaction was always the same. So now, in every company in which I've taught building panels and actions, there are hundreds of panels for many different uses, all over the world. Of course, as 100% of them were specifically built for internal use, they shared the panels among them, but not outside their company.
Many of them who are now mid-advanced users, have written to me asking how they could keep their panels working correctly in the next CC version of Photoshop. I have no solution for them, unless many of them become coders. That's a bad answer, I must admit, but no way out right now.
Their reply to me was very straight: "well, we won't upgrade any copy of Photoshop until we can keep our panels working correctly for sure. For us is much more important being productive and efficient than upgrading to the latest version, if this means to lower our performance, no doubt."
Adobe wanted to integrate all their softwares into the Creative Cloud. So far so good, I'm for it. But when you decide to integrate everything saying to the world that "it's for the sake of a better productivity", then you must really integrate them. Otherwise people will think that it was only a commercial move. So why we can't build panels for the applications inside Muse, for example? It was introduced to allow people to build websites quickly and efficiently using HTML 5, taking care about the layout instead of investing too much time in coding.
Exactly what Configurator allowed to do. Focus on the result with minimal time cost, aka money cost.
World is running faster, therefore we need to work faster too. And without Configurator we won't. I can't disagree with all the people that won't upgrade Photoshop, if this means that they'll work slower because they can't use their panels carefully made by themselves. Photoshop is a tool for producing ideas and other nice stuff, like any software. The faster it is, the most people will like it, the better will sold. A simple truth. Think about what happened to Apple Finalcut ProX and how many users switched to Premiere. Photoshop has no competitors except new versions of itself.
And this does not apply only the CC users. Look at the bigger picture: how many users still using CS6 with all their fully working panels won't upgrade to CC if they know they'll reduce their productivity?
Think about the answer. Carefully.

Populate datagrid and draw linechart based on xmlList

I am generating dynamic xml structure like this
<root>
<OPVector>
    <Distance>0</Distance>
    <Height1>100</Height1>
    <Height2>200</Height2>
    <Height3>300</Height3>
</OPVector>
<OPVector>
    <Distance>100</Distance>
    <Height1>200</Height1>
    <Height2>300</Height2>
    <Height3>400</Height3>
</OPVector>
<OPVector>
    <Distance>200</Distance>
    <Height1>300</Height1>
    <Height2>400</Height2>
    <Height3>500</Height3>
</OPVector>
</root>
What i have to do is to populate data grid based on this xml structure and draw a line chart where distance is category axis (x-axis) and Height1, Height2 etc are line series . No of Height fields depends on how many height values are entered by user (in text field Height1, Height2, Height3, Height4, Height5,Height6).
Given is the code of my application ....
<?xml version="1.0" encoding="utf-8"?>
<mx:Application xmlns:mx="http://www.adobe.com/2006/mxml" layout="absolute" width="905" height="482" creationComplete="init();">
<mx:Script>
<![CDATA[
import mx.events.IndexChangedEvent;
private var dataProvider:XMLList = new XMLList();
private var initDist:int ;
private var offset:int ;
private var finalDist:int;
private var height1:int;
private var height2:int;
private var height3:int;
private var height4:int;
private var height5:int;
private var height6:int;
private var heat:int;
private var dataOP:XMLList;
public function init():void{
initDist = parseInt(txtInitDist.text);
offset = parseInt(txtOffset.text);
finalDist = parseInt(txtFinalDist.text);
height2 = parseInt(txtHeight1.text);
height2 = parseInt(txtHeight2.text);
height3 = parseInt(txtHeight3.text);
height4 = parseInt(txtHeight4.text);
height5 = parseInt(txtHeight5.text);
height6 = parseInt(txtHeight6.text);
heat = parseInt(txtHeat.text);
public function getOP():void{
dataOP = createXMLObject();
currentState='stateOP';
trace(dataOP.toXMLString());
} // public function getOP():void{
public function createXMLObject():XMLList{
var data:XMLList = XMLList(<root></root>);
for (var i:int=initDist;i<=finalDist;i+=offset){
var x:XMLList = new XMLList(<OPVector></OPVector>);
var distance:String = "<Distance>"+i+"</Distance>";
var strHeight1:String = "<Height1>"+(parseInt(txtHeight1.text)+i)+"</Height1>";
var strHeight2:String = "<Height2>"+(parseInt(txtHeight2.text)+i)+"</Height2>";
var strHeight3:String = "<Height3>"+(parseInt(txtHeight3.text)+i)+"</Height3>";
var strHeight4:String = "<Height4>"+(parseInt(txtHeight4.text)+i)+"</Height4>";
var strHeight5:String = "<Height5>"+(parseInt(txtHeight5.text)+i)+"</Height5>";
var strHeight6:String = "<Height6>"+(parseInt(txtHeight6.text)+i)+"</Height6>";
x.appendChild(distance);
if (txtHeight1.text != ""){
x.appendChild(strHeight1);
if (txtHeight2.text != ""){
x.appendChild(strHeight2);
if (txtHeight3.text != ""){
x.appendChild(strHeight3);
if (txtHeight4.text != ""){
x.appendChild(strHeight4);
if (txtHeight5.text != ""){
x.appendChild(strHeight5);
if (txtHeight6.text != ""){
x.appendChild(strHeight6);
data.appendChild(x);
} // for (var i:int=initDist;i<finalDist;i+=offset){
return data;
} // public function createXMLObject():void
]]>
</mx:Script>

<mx:states>
<mx:State name="stateOP">
<mx:RemoveChild target="{btnOP}"/>
<mx:RemoveChild target="{btnThermal}"/>
<mx:RemoveChild target="{txtHeight5}"/>
<mx:RemoveChild target="{txtHeight6}"/>
<mx:RemoveChild target="{txtFinalDist}"/>
<mx:RemoveChild target="{label1}"/>
<mx:RemoveChild target="{label2}"/>
<mx:RemoveChild target="{label3}"/>
<mx:RemoveChild target="{txtHeight3}"/>
<mx:RemoveChild target="{txtHeight4}"/>
<mx:RemoveChild target="{txtOffset}"/>
<mx:RemoveChild target="{label4}"/>
<mx:RemoveChild target="{label5}"/>
<mx:RemoveChild target="{label6}"/>
<mx:RemoveChild target="{txtHeight1}"/>
<mx:RemoveChild target="{txtHeight2}"/>
<mx:RemoveChild target="{txtInitDist}"/>
<mx:RemoveChild target="{label7}"/>
<mx:RemoveChild target="{label8}"/>
<mx:RemoveChild target="{label9}"/>
<mx:RemoveChild target="{txtHeat}"/>
<mx:RemoveChild target="{label13}"/>
<mx:AddChild position="lastChild">
<mx:DataGrid x="57" y="112" width="274" height="336" id="dgPressure" dataProvider="{dataOP}">
<mx:columns>
<mx:DataGridColumn headerText="Column 1" dataField="col1"/>
<mx:DataGridColumn headerText="Column 2" dataField="col2"/>
<mx:DataGridColumn headerText="Column 3" dataField="col3"/>
</mx:columns>
</mx:DataGrid>
</mx:AddChild>
<mx:AddChild position="lastChild">
<mx:LineChart x="382" y="112" id="lcOverPressure" width="513" height="182">
<mx:series>
<mx:LineSeries displayName="Series 1" yField=""/>
</mx:series>
</mx:LineChart>
</mx:AddChild>
<mx:AddChild position="lastChild">
<mx:Legend dataProvider="{lcOverPressure}" x="810" y="51"/>
</mx:AddChild>
<mx:AddChild position="lastChild">
<mx:Button x="382" y="426" label="Close" id="btnClose" click="currentState=''"/>
</mx:AddChild>
</mx:State>
<mx:State name="stateTR">
<mx:RemoveChild target="{txtHeat}"/>
<mx:RemoveChild target="{txtHeight1}"/>
<mx:RemoveChild target="{txtHeight3}"/>
<mx:RemoveChild target="{txtHeight5}"/>
<mx:RemoveChild target="{txtHeight2}"/>
<mx:RemoveChild target="{txtHeight4}"/>
<mx:RemoveChild target="{txtHeight6}"/>
<mx:RemoveChild target="{txtInitDist}"/>
<mx:RemoveChild target="{txtOffset}"/>
<mx:RemoveChild target="{txtFinalDist}"/>
<mx:RemoveChild target="{label13}"/>
<mx:RemoveChild target="{label7}"/>
<mx:RemoveChild target="{label4}"/>
<mx:RemoveChild target="{label3}"/>
<mx:RemoveChild target="{label8}"/>
<mx:RemoveChild target="{label5}"/>
<mx:RemoveChild target="{label1}"/>
<mx:RemoveChild target="{label9}"/>
<mx:RemoveChild target="{label6}"/>
<mx:RemoveChild target="{label2}"/>
<mx:RemoveChild target="{btnOP}"/>
<mx:RemoveChild target="{btnThermal}"/>
<mx:AddChild position="lastChild">
<mx:DataGrid x="39" y="108" width="301" height="364">
<mx:columns>
<mx:DataGridColumn headerText="Column 1" dataField="col1"/>
<mx:DataGridColumn headerText="Column 2" dataField="col2"/>
<mx:DataGridColumn headerText="Column 3" dataField="col3"/>
</mx:columns>
</mx:DataGrid>
</mx:AddChild>
<mx:AddChild position="lastChild">
<mx:LineChart x="420" y="108" id="linechart1" width="475" height="181">
<mx:series>
<mx:LineSeries displayName="Series 1" yField=""/>
</mx:series>
</mx:LineChart>
</mx:AddChild>
<mx:AddChild position="lastChild">
<mx:Legend dataProvider="{linechart1}" x="810" y="13"/>
</mx:AddChild>
</mx:State>
</mx:states>


<mx:TextInput x="331" y="95" width="62" id="txtHeat" text="8"/>
<mx:TextInput x="231" y="229" width="62" id="txtHeight1" text="100"/>
<mx:TextInput x="231" y="259" width="62" id="txtHeight3" text="300"/>
<mx:TextInput x="231" y="289" width="62" id="txtHeight5"/>
<mx:TextInput x="357" y="229" width="62" id="txtHeight2" text="200"/>
<mx:TextInput x="357" y="259" width="62" id="txtHeight4"/>
<mx:TextInput x="357" y="289" width="62" id="txtHeight6"/>
<mx:TextInput x="580" y="229" width="62" id="txtInitDist" text="0"/>
<mx:TextInput x="580" y="259" width="62" id="txtOffset" text="100"/>
<mx:TextInput x="580" y="289" width="62" id="txtFinalDist" text="2000"/>
<mx:Label x="298" y="97" text="Heat" id="label13"/>
<mx:Label x="168" y="231" text="Height1" id="label7"/>
<mx:Label x="168" y="261" text="Height3" id="label4"/>
<mx:Label x="168" y="291" text="Height5" id="label3"/>
<mx:Label x="302.5" y="231" text="Height2" id="label8"/>
<mx:Label x="301" y="261" text="Height4" id="label5"/>
<mx:Label x="301" y="291" text="Height6" id="label1"/>
<mx:Label x="484" y="231" text="Initial Distance" id="label9"/>
<mx:Label x="533" y="261" text="Offset" id="label6"/>
<mx:Label x="490" y="291" text="Final Distance" id="label2"/>
<mx:Button x="298.5" y="384" label="Pressure Effects" id="btnOP" click="getOP()"/>
<mx:Button x="464.5" y="384" label="Thermal Effects" width="142" id="btnThermal"/>
<mx:Label x="298" y="10" text="Weather Effects" fontWeight="bold" fontSize="18"/>

</mx:Application>

I suggest that you first not try to cram all of your code into the MXML. Though many examples use this approach for quick copy-and-pasting, it is bad style and not as maintainable. You should use the code-behind approach where your MXML is strictly for layout of the view and its root element is a custom class that extendeds the usual base (in this case Application).
Since the number of series in your line cart may vary, what you will need to do is dynamically create them whenever the data provider is updated.

The mobile and tv profiles are not supported

Some how from the Adobe Air site I had the impression that Adobe was focussed on HTML5 + CSS + JavaScript for the mobile market. I have a simple HTML5/CSS/JS code that only needs 2 Flash objects to play an .flv and another to play a simple .swf annimation. I wonder if I can package that code with the Air SDK to reach the mobile market and desktops?
But then I read the subject disclaimer in the fine print of this doc. Creating your first HTML-based AIR application with the AIR SDK
So will my code that uses HTML5/CSS/JS and 2 swf's built with Flash Pro 8 work with the AIR SDK to reach ios and Android devices??
If not can I put the code inside of another adobe tool to package it for mobiles and deskstops? What tool(s)?
Oh, I do need to record some voice, too.
Many thanks!

As long as you have a Superdrive or an external burner/drive, burning, watching, installing, etc. from CD or DVD will work just fine. And so will sharing.

Illustrator crashes on startup and little help from Adobe support team

Hello everyone,
I would like to share here my frustation trying to install Illustrator on a Windows XP machine and the poor support I got from Adobe.
After download and installing, the application can be launched, splash screen comes, then the main window, and then it crashes with the message "Adobe illustrator CS5 has encountered a problem and needs to close. We are sorry for the inconvenience".
I opened a ticket on the customer support page with detailed information on the error, including the error log. Error signature was:
"AppName: illustrator.exe AppVer: 15.0.0.399 ModName: sccore.dll
ModVer: 4.1.23.7573 Offset: 0001b2b6"
The answer to my ticket was given 10 days (!) later was:
"You can find informations to solve the issue under:
http://kb2.adobe.com/cps/822/cpsid_82252.html"
Which drives to a big page full of various symptoms and solutions in which I am supposed to dig in order to solve the problem myself.
If you encountered such crash at launching Illustrator and found a solution, I would be very thankful that you give me some hints.
Regards,
Fred.

I've been having a similar problem recently. Purchased CS5 Web Premium upgrade last month, loaded it, worked with AI a number of times, then all of a sudden out of the blue, I have the same problem as described above. Message is Adobe Illustrator CS5 has encountered a problem and needs to close. We ar sorry for the inconvenience.
The little window that displays this problem has two options: Send error report or don't send. Here is what is odd: If I choose to ignore the window altogether and not choose either option, I am able to do things in Illustrator. I can open a file, select an object, change it, save the file... All with this annoying window floating in front of everything.
I figured something had gone corrupt so I uninstalled the entire CS5 suite, reinstalled the entire suite. Guess what... same problem. Very frustrating. If it is a fonts problem, my question would be why is only Adobe Illustrator having a problem with it and not the CS5 suite components?
Any insights would be most appreciated...
Mark

I just bough cc for a year and I can not download anything. It always says there is an error and I should contact the support team. What I tried: went to

I erased in the hostfile the files that blocked adobe. Before I could not log in to adobe at all. Before that I had a CC test version which ran off.
I erased everything form adobe cs 6 and cc before buying the abonnement now. Can anybody help me?

Usually it's fine, that's why I think the servers may be down. I don't usually connect with the cloud to download new apps so often (busy using the ones I already got )…

Service/Response Profile without Contract

We are currently using the Service and Response profile to calculate the First Response and Todo by dates in a service ticket(using CRM 5.0).
The Service and Response profiles are determined off a dummy service contract provided by badi CRM_SERVICE_CONTRACT.
The problem is that due to the number of service tickets linked to a single contract we are running into some performance issues. I heard that the CRM-On-demand solution determines the Service and Response profile directly without a contract and we would like to determine ours in the same way.
However, I can't find an easy way to achieve this. I would like to know if anyone has done this before, or would know how to accomplish this?
Many thanks
Johan

Thanks Raj,
I have already done that. I created Dummy Product, Service Profile, Response Profile and Service Contract.
We are currently using a single service contract for all service tickets created in the WebClient. This contract is being determined by a badi. The SLA dates are calculated correctly.
However, due to the large amount of document flow entries on the one service contract, we are starting to experience performance problems in some areas(i.e Interacting on a Service Ticket in the Inbox).
I want to change this so that we determine the Service and Response Profile without a Service Contract. Even if this involves some enhancement.
Is there anyone who knows how this can be done?
Regards
Johan

Response Profile - Service Product

Hi Gurus,
I've defined diffrerent response profiles for each service product defined in our CRM system.
When they are selected from CRMD_ORDER as an item, I want to get the values defined inthe response profiles(SRV_RF_DURA , SRV_RR_DURA ) instead of the values defined inthe date profile for the item.
Please help me..

Hi (Selamlar),
The Service & Response Profiles can only work with service contracts. You have to
1. create a service contract, add the item to it, and in item details you have to assign (if you haven't assigned in product master data) the service and response profiles.
2. activate service contract determination in your service order transaction type customization
3. The date profile will work and read the values in service contract item details and calculate the right date/time
If you don't use in your scenario service contract, just create a dummy one (one for each month, for reasons of performance)
Kolay Gelsin,
Cenk Sezgin

Service & response profile

HI all
Service profile & response profile are attached to product in SLFN transaction type.
How to get that (service & response profile ) from product for particular ticket.
Edited by: swapnil dharia on May 13, 2008 10:21 AM

Hi Swapni,
Service Profile and Response Profile can come in the service ticket only via Contracts.
i.e. u must have a contract which has ur product, in the item level service data tab service profile and response profile can be assigned or it get defaulted from the product master.
Than u need to maintain the contract determination setting like copy control, contract determination etc. So when u create a service ticket either as a follow up of service contract or the contract get determined while creating a service ticket, the response profile and service profile are copied and can be seen in the contract data tab at the item level.
Also a new SLA calculation is carried out in the service ticket, based on which the dates at the item level are changed.
In order to get the response profile and service profile without a contract you will have to use BADIs. This Badi shall read the response profile and service profile from the Product Master and trigger a new SLA calculation, based on which the dates in the Date Tab at the item level will be recalculated.
Hope this answers ur query.
Regards,
Shalini Chauhan

Date&time Calculation with respect to Service&Response Profile

Hi all,
The scenario is - we are creating service request which is having service profile and response profile , according to these the First response time and to do by time are getting calculated. In this calculation system is considering the week ends,working hours per day and holidays ( which are defined in customizing).
Now i want to do the same kind of calculation for some other purpose. like i have two timestamps i want to find exact time difference between those two by considering service profile and response profile.
Example:
Let's consider my service profile is 5X8 ( Mon - Friday and 8 hours per Day 09:00:00 to 17:00:00)
and the response profile is 10X15 ( response should be in 10 hours and to be completed by 15 Hours )
Suppose I'm creating the Service request by 23.03.2010 09:00:00 then system will give the response time like
24.03.2010 11:00:00 ( on or before )
( it took 8 hours from 23.03.2010 and 2 hours from 24.03.2010 )
Please give idea to get this logic how system calculates by considering service profile and response profile.
Regards
Chand

Hi chand,
Whateever logic you have told is 80 % correct. But you also need to consider the following thing.
1. You need to define the factoy calender cosidering the holiday in the t code SCAL. and that need to be attched to your service profile
2. Suppose your first respose time is 10 hours and 1st resolution time is 15 hours, it also needs to consider the holidays.
Eg. if the Service call come on friday at 3.00PM , then the resopnse should go by Monday 5.00PM. Response will be by 2.00 PM on Tuesday (Provided these days are not the hoildays).
Hope this clears your doubts.
Regards,
Uday Borse

In sm_crm automatically populate service and response profiles based on support team

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