Service desk SLA

Hi all,
I have implemented basic service desk.
Now i want to implement SLA for the same.
Currently i have config the mailing action depending upon Status change. But now the req is to to trigger the mails depending upon timeline.Which can be done via SLA.
I have gone thru the Service desk additional guide which is available on service.sap but not that much helpful.
Can anyone please explain me how to implement the same.
Points will be rewarded for sure.

Dear Prakhar,
If you want to work with SLAs a service product and contracts have to be
used. The relevant dates then are not on header level of a service desk
message but on item level. The actions concerning the SLA have to be
defined on item level.
The processing of the service desk messages is done with the transaction
CRM_DNO_MONITOR. In this transaction monitor fields to the header of a
message as well as to the item of a message are available and can be
displayed.
CRM transaction type SLFN actually is NOT configured for the use with
contracts, SLAs,... . If you want to use these functionalities CRM
transaction type SLF1 or an own defined transaction type should be used.
Availability and Response Times can be maintained with transaction
CRMD_SERV_SLA.
Detailed information about the use and the customizing of Service
Contracts and Service Level Agreements can be found
- in the online documentation to Service Level Agreements
- in the CRM IMG documentation, e.g.:
- Customer Relationship Management
    - Transactions
      - Settings for Service Processes
        - SLA Escalation Management      <-
        - in the additional informations to the service desk that are to
find in the SAP Service Marketplace under the quicklink
'Solutionmanager'
- Media Library
    - Technical Papers
      -> Service Desk: Additional Information
Hope this helps explain things.
Regards
Amit

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Thanks PP for some insights.
Maybe you can help in one more area,
Say we create a Service Order, the header and do not create the line item entry yet.
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Dear All
We are in process to confiigure SLA in service desk. we have created one new service contract of transaction type SLFV, org. data profile is SLFN0000002. We released it at item level (under status tab ) & it showed us Released for ATP Check but when we are trying to release it at Header level , it is not listing any release option in status tab (it is only listing in process & completed options).
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Error      Item 100     Org unit (sales) does not have these attributes
kindly guide whether just becuase of the above errors it is not providing the release option ?
Thanks in advance
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Kapur

HI Kapur,
do you resolved this error, but got have service contract determined in SLFN?
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Hi all,
I am trying to configure the Service Desk functionality for Service Providers (on EHP1).
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Vaclav

Hi Balaji.S,
my problem was solved when I double checked the settings of org structure. That means there must be a consistent setting for sales organization / distribution channel / division in businness partner (tcode BP), organizational model (PPOMA_CRM), product workbench (COMMPR01). The setting must be same for both the sales department of the service provider and the customer's company (I am sorry I am not CRM, so I am following just this simple logic)
In the long text of the error (in CRMD_ORDER) I could see "expected" combination for sales organization / distribution channel / division (message e.g. The access was carried out with sales organization 'O 50000613', distribution channel '01' and division '') -> when the org model was set up everywhere in this way, the contract was automatically filled by the organization data and in the next step the contract could be determined in the service desk message.
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I have just implemented the Service Desk in our SOLMAN system.
1. I choose Incident Management
2. I click on Queries
3. I click on a ticket (Transaction ID).
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Dear Rajeev,
First of all, thanks for your input.
I have choosen SIVA when I have activated BC Sets.
Should I activate also BC Sets for transaction type SLFN ?
1. I have started SPPFCADM and follow your recommandations.
2. I have choosen CRM_ORDER
3. I have then click on "Condition Configuration (Transportable Conditions)
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Best regards
CP2009

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GN

Hi GN,
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Hi all
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Hi Tina
This was my answer in a previuos thread:
Hi all
I also struggled with this for 2 weeks. But the problem is fixed.
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Hi,
I am facing the same problem. What is SP15 ?
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We are using the solution manager service desk on service pack 15, and need to be able to send an attachment from this system
When we confirm a case we need to be able to return an attactment on a ticket with the confirmation mail.

I tried as below
FND_MESSAGE.SET_NAME('BNE','WEBADI_ERROR');
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Dear Ahsan Rizvi
you have take ABPER help
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If a organization have 200 to 300 daily complains of there IT equipment/Software/Network e.t.c.
How to Implement BW in IT Service Desk/IT Help Desk /IT Complain Surveillance Dept/IT Customer Support Dept?
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Imran,
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My question: how do I evaluate those processes? For example it would be nice to know..
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Hey Dirk,
You need to go for some Zdevelopments to suit your requirement...
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And plz reward for usefull post...
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Anand....

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cheers

Hi Gopal Rao,
As per your Message I came to know that you want to send a reminder / reply to the message creator (Key User) about the Status of the Message he created.
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44040

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[/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i|/people/bruyneel.guillaume/blog/2008/05/02/service-desk-implementation-guide-part-i]
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Hello Partha,
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Service desk SLA

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