Incident Management in CRM 7.0 - Stopping the SLA clock

Hi Gurus
We're implementing IT Service Desk on CRM 7.0.
In our process for logging Incidents, some of our Service Teams are not connected to the CRM system and we've decided to exclude them from the SLA processing.
Therefore when we assign the call to this Service Team, we want to stop the SLA clock for the current incident.
Is this possible and if so how do we make it work.
Many Thanks in advance
Regards
Panduranga

Similar Messages

Whenever you try to save a PDF file to a location other than the default location ('My Documents'), Firefox freezes & you have to go to the 'Task Manager' to exit Firefox and stop the error, so you can load Firefox again.

Whenever you try to save a PDF file to a location other than the default location ('My Documents'), Firefox freezes & you have to go to the 'Task Manager' to exit Firefox and stop the error. I have Windows XP (Media Center Edition) and all updates (Firefox, Adobe PDF, Microsoft, virus protection, etc) are installed. This has only been a problem since Firefox 4, and isn't a problem in Internet Explorer.

Hi David,
Thank you for your detailed question. It sounds like the real issue is pdf files. Are there any antivirus/firewalls that might be blocking this specific file type? or are there any preferences in your control panel that might be blocking this?
Do you have any stored preferences for PDF files in Firefox?
*[[Applications panel - Set how Firefox handles different types of files]]

How to stop the sla time of a service ticket

Hello Folks,
Is there a way to stop or pause the sla counting time of a service ticket?
I have a scenario, where I get a service ticket, and I have to stop the sla counting time, because I need a response from a third person, not involved at that time.
I´m using webclient, and my guess, is, there something realted to status, sla and actions, but not sure about.
Could somebody give me some advise or a clue about it?
Answers will be rewarded.
thanks in advance,
Luiz David

Hi Luiz,
Status needs to be selected in the conditions. Follow the below steps
1. Select the actions in conditons
Goto Spro --> IMG --> CRM --> Action --> Actions in transactions --> Change actions and conditions --> Define conditions
and click on your action profile and open the action
2. Go to the start conditions tab and click on the edit conditions
3. Click on the condition definition space and expand the container in the change condition pop-up box
4. Double click on the status table and choose the new user status in the constant field
5. Select the operator as not equal to
Hope it helps
Regards,
Madhu

Configuration of Incident Management in CRM IC Web Client

Hi,
Can anyone give me the procedure for configuring the incident management in IC Web UI and what are the pre-req for configuration
Thanks,

Hi ,
You can try two things:
1. Find a standard business role(in tx crmc_ui_profile) that has the links as you need
2. Create a custom business role by copying from some standard business roles that has all the links you have mentioned and more, then remove unwanted links from the ui profile
You might need to configure the navigation bar profile using transaction crmc_ui_nblinks.
Regards,
Shiromani

Start the SLA clock for Service Requests Only After all Review Activities are Completed

Hi all,
I have a client who is looking for this functionality. At this stage I cannot think of a solution, certainly not a supported one.
Does anyone have any suggestions?
TIA,
Joe.

Hi,
you can define from Which date the SAL shoukd be calculated, see this Post for more Informations:
http://blogs.technet.com/b/servicemanager/archive/2012/02/07/notifying-before-sla-breaches.aspx
So, you can add a custom Field, which will be filled with a SCO Runbbok, after all RA Activity are closed.
Seidl Michael | http://www.techguy.at | twitter.com/techguyat |
facebook.com/techguyat |
youtube.com/techguyat

How to handling the SLA in Solution Manager

Hi Experts,
I am Workfiow consultant. Presently working on solution manager SLA .Timings for SLA is already maintained in CRMD_SERV_SLA for response and resolution times based on priority. Now the requirement is to notify the users when the SLA is breached and SLA clock should be stopped for some of the statuses like SEND TO SAP , Customer Action Etc.
But by coding / workflow it seems be difficult to handle the this requirement. So is there any configuration apart from CRMD_SERV_SLA that can notify the users when the SLA breached and for stopping the SLA clock on specified status.
Any good document on Solution manager SLA configuration is appreciated. I searched in SDN but images in links not displaying properly.
Waiting for the valuable suggestion.
Thanks,
Ramu

Hi Ramu,
Please refer SLA Configuration in Solution Manager .
regards,
Nibu Antony

Default values in fields in SolMan Incident Management

Hi,
I am able to specify default values in the fields Component, Long Text and Short Text in the Create Message screen in the Settings for Current Configuration box in Servicedesk Workcenter (Incident Management). When trying to do the same with the Category field, there is no selection u201CSpecify Defaultu201D in the Settings for Current Configuration box. Why isnu2019t this possible? Do I have to do this via CRM and IMG?
Regards,
Kjell

Hi,
Please check latest solution manager configuration guide on below link:
http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E
Thanks
Sunny

How do I stop the onscreen keyboard from popping up when I click on a text box?

I have a yoga 2 pro and the onscreen keyboard is irritating. How do I stop it from popping up every time I touch the screen? I am only touching the screen to get to the spot where I want to type--- I don't want the onscreen keyboard.
Sometimes it obscures the screen so I can't get to the right spot. Usually it disappears when I start typing, but sometimes I'm not even trying to type-- I'm trying to select something and I can't see it any more because the keyboard has popped up. I close the keyboard to get it out of the way, but it pops up when I try to touch the screen again. So I can never get to the spot I want unless I absolutely hit the exact spot on the first try. It happened even while typing this. I wanted to touch a certain spot in the paragraph, but then the onscreen keyboard popped up and I couldn't see the paragraph any more.
Thanks,

Hoov wrote:
Did you turn off any of the Lenovo software?
I closed a random McAfee process via the task manager in an attempt to stop the notification from popping up every ten minutes telling me to restart.
I also deleted a lot of the tiles from the colorful windows screen. I think some of them were Lenovo apps. They all seemed to be for some specific purpose though, that I knew I would not use. I have forgotten what they were. I did not delete many-- only a few that I knew right off that I would never use. Could that have affected something?

Incident Management Reporting Setup

Hello!
I try to setup the incident management reporting.
I can't find any help or guide for this process (only http://help.sap.com/saphelp_nw70/helpdata//EN/51/7dd0c003414e80a6847f5c7437ea63/frameset.htm). Is there something else?
In webdynpro "Incident Management Reporting Setup" I have to configure the RFCs (you can open it with SOL work center --> Incident Management --> Reports --> Message Reporting --> Setup)).
The first field is called "RFC from Solution Manager to BW System", contains NONE and I can't change it.
The second field is called "RFC from BW System to Solution Manager". Here I created an RFC entry, but now I can't change it too. Is there a trick to edit this fields once again?
Thankx and regards,
Ralph

Hi,
Would this be helpful ?
Please follow the path below which provides details on the setup of
incident management in EHP1.
https://websmp110.sap-ag.de/okp
- SAP Solution Manager 7.0 - EHP1 (free of charge) <In left tree>
- opeeration with SAP solution manager
- Monitoring of Mission-critical Processes: Incident Management
- Incident Management - Initial Configuration
Hope this helps,
Cheers
SH

Stopping the Enterprise Manager Console (Oracle 10g on SuSE 9.1)

I'm trying to stop the Enterprise Manager Console by issuing the command:
${ORACLE_HOME}/bin/emctl stop dbconsole
Unfortunately, the command fails to stop the EM Console. Here's the output I get:
TZ set to US/Pacific
Oracle Enterprise Manager 10g Database Control Release 10.1.0.2.0
Copyright (c) 1996, 2004 Oracle Corporation. All rights reserved.
http://<hostname>:5505/em/console/aboutApplication
Stopping Oracle Enterprise Manager 10g Database Control ...
--- Failed to shutdown DBConsole Gracefully ---
failed.
The only way I can stop the EM Console (and related services--i.e., emagent) is to kill its process.
Everything (Listener, DB Instance, EM Console) starts fine. I can stop the Listener and DB Instance without any problems. It's just the EM Console shutdown that doesn't happen cleanly.
Has anyone else encountered the same condition? If so, what was the solution?
Here's my operating environment:
SuSE 9.1 (Kernel 2.6.5-7.108-default)
Oracle 10g
Thanks in advance for any help/insight.

Has anyone else encountered the same condition? If so, what was the solution?Yes. Shutdown/reboot of the system made the error go away.
Sorry, no better clues,
Toni

Problem with JMS migration when using Ctrl+C to stop the managed server in cluster

          Hi,
          I am having a clustered weblogic application running on Weblogic 7.0 SP5. My application
          uses JMS as a asynchrous communication. We have MDB which listens to these JMS
          messages.
          If something is being processed on Managed Server 1 and while the request is in
          process, i am stopping the the MAnaged SErver 1 using Ctrl+C.
          After this, i go to admin console and migrate teh JTA and JMS. After this, i am
          expecting other running Managed Server should restart the incomplete transaction.
          But this is not happening. The Managed Serve2 doesn't process the requst.
          But when i restart teh MAnaged SErver 1 again, it takes up the same request and
          processes it.
          Is this a known problem with Weblogic that it doesn't support Ctlr+C case?
          Please note that the same thing is working fine when i stop the server using Admin
          console(Normal shutdown OR forced shutdown).
          Any comments in this regards are apprecciated.
          Thanks,
          Naresh


          Hi,
          I am having a clustered weblogic application running on Weblogic 7.0 SP5. My application
          uses JMS as a asynchrous communication. We have MDB which listens to these JMS
          messages.
          If something is being processed on Managed Server 1 and while the request is in
          process, i am stopping the the MAnaged SErver 1 using Ctrl+C.
          After this, i go to admin console and migrate teh JTA and JMS. After this, i am
          expecting other running Managed Server should restart the incomplete transaction.
          But this is not happening. The Managed Serve2 doesn't process the requst.
          But when i restart teh MAnaged SErver 1 again, it takes up the same request and
          processes it.
          Is this a known problem with Weblogic that it doesn't support Ctlr+C case?
          Please note that the same thing is working fine when i stop the server using Admin
          console(Normal shutdown OR forced shutdown).
          Any comments in this regards are apprecciated.
          Thanks,
          Naresh

FF won't open and an error message appears on the screen "unresponsive script" it I open task manager and stop the error message FF runs normally, how do I fix this problem

This problem only started when I upgraded to FF 4.0. I am running Windows 7. When I go to the task manager I am able to see the error message in the processes area, if I highlight it and tell the task manager to stop it, FF immediately starts and runs normally. I have no idea where the error message is coming from.

This problem only started when I upgraded to FF 4.0. I am running Windows 7. When I go to the task manager I am able to see the error message in the processes area, if I highlight it and tell the task manager to stop it, FF immediately starts and runs normally. I have no idea where the error message is coming from.

How to stop the changes made for the BP in CRM not to update in R/3

Hello Gurus''
we are in need of help......i have an issue...the issue is
Wht ever the changes we do in crm , need to be not updated in r/3 ....for example if we change the the language for the BP 100 in CRM, it should not update in R/3
Where as in our case the data is updateing in R/3
Here by requesting you all to help me out how to stop the updaation of some changes which are made in CRM , that should not be in R/3
Point will be given......
Regards
sreeram Raghu

Hello
Thanks for ur reply.........
We have the following business process
We create BP with role prospect in CRM, once the prospect is ready to buy the product we conver the prospet in to customer and thesame customer is replicated in R/3 fro sales.
What i am looking at is for the customer we created in CRM if we change any data that should be updated in r/3..it may be nay like name address ...language....etc.....
can u help me out...as u told me to unassig/delete the subcription:All Business partner(MESG) under that we have --
>publication>All BP(MESG)->Replication object-->Bupa_Main
>Sites-->SQ1_300
If we do this process does the issue will fix or else we need to do soem thing more...
Thanks in advance
Regards
Sreeram Raghu
+91-99 94 94 82 72

How to stop the replication of a particular business partner from sap crm to sap ecc - BDOC

Hi experts,
I need to know the procedure to stop replicating a particular BP #1234(example) from CRM to ECC. I don't want this BP to be replicated in ECC as in ECC this BP will not be maintained.
BDOC failure:
In my current scenario BDOCs are failing with error like "No BP exist". Since this BP #1234 itself is not present in ECC, the error is obvious.
This BP #1234 is defined in CRM as an Org. Unit. We don't maintain Org. Unit in ECC. All other BP are saved under this BP(#1234).
Issue:
So whenever a new BP(example #ABC) is created, the BUPA_REL type BDOC fails with error "BP with number #1234 doesnot exist.
I don't want this to happen. So what i found if we can stop the replication of this particular BP #1234, then if we make any change to the relation BP, this error should not come.
Please help me to resolve this BDOC error.
regards,
Vicky

Hi Ganesh,
1st we create a Organization structure through tcode-PPOSA_CRM.
A business Partner is created which represent the Organization Structure partner ID.
2nd we create a BP through and do a Org. assignment in tcode - PPOSA_CRM.
A business Partner is created which represent the any customer partner ID.
As soon as you do an assignment,assigning the customer BP to the org BP, a BUPA_REL BDoc flow but it fails.
Error we get in the BDoc: "BP XXXX doesnot exist"
Reason: Since this Org BP is not present in ECC, the BDoc fails in CRM.
Possible Resolution 1:
1. I created this Org. BP in ECC through CRMM_BUPA_MAP
2. The BP got created.
3.Then i tried to assign a new customer BP to Org BP to check if the issue is resolved, but we get another type of error 'BP is not defined as internal Org. Unit".
I don't know how to define BP as an internal Org. Unit in ECC?
Can you please help me in this.
Possible Resolution 2:
If i can stop this particular BUPA_REL BDoc which contains this Org.unit BP, from getting replicated, means when i assign the customer BP to Org.Unit BP, BUPA_REL should not be triggered.
I don't know if this is possible or not, but if this is possible, i would consider this a last option to resolve this issue.
Please let me know if this helps you to understand the issue i am facing?
regards,
Vicky

How to stop the sap crm search in the middle if it takes more time

Hi,
We are in SAP CRM 7.0 EHP1.
In webui, if we search for any customer, product, contact, transactions and the volume of results list is more, system takes more time to diplay it in results list and till that time wheel spins. If user decides to stop the search, the only option they have is logoff or F5 which will take to new session.
But I came to know in EHP1, options are there to stop the search manually and proceed with other transactions/search in the same session.If any one knows this, pl share the details.
Regards
Suresh

Hello,
This functionality was recently introduced by the following note:
https://service.sap.com/sap/support/notes/2044841
Regards
Joaquin

Incident Management in CRM 7.0 - Stopping the SLA clock

Similar Messages

Maybe you are looking for