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

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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

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>

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

PO for item of service Level short and long text using sap script

Please let me know how to do the PO for item of service Level short and long text using sap script.
<MOVED BY MODERATOR TO THE CORRECT FORUM>
Edited by: Alvaro Tejada Galindo on May 5, 2009 10:25 AM

Hi ,
In the transaction related to PO select the path goto->header texts and then details of the texts like ID,objectname,language,name.Pass all theses details to 'READ_TEXT ' FM. Then you will get text lines described for a perticular Po ,similarly for item also.
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Suma.

How to save web service request key and response value in cache to reduce calling the service for same type of requests

Hi
I have a web service which return the response based on the request key.
I need to save the key and the response value in cache for around 30mins
to reduce the web service calls for better performance.
Appreciate if any once can share a sample code

using System.Runtime.Caching;
public List<string> cachingwebserviceresponse()
{//Create a cache key
string strParameters = "1234";//Create a cache value holding object
List<string> results = new List<string>();//Create a cache
ObjectCache cache = MemoryCache.Default;//Assign key for the cache
string cacheKey = strParameters;//Check whether the key exists in the cache//If exists assign the values from the cache instead of calling the webservice//else call the web service and add the response to the cache
if (cache.Contains(cacheKey))
results = cache.Get(cacheKey);
else
{ //calling the web service client
using (service.webservice fd = new service.webserviceContractClient())
{ //Call the web service function to get the results
results = fd.DataSearch(strParameters);
} //Create the cache expiration policy. I have created for 30 minutes.
CacheItemPolicy cacheItemPolicy = new CacheItemPolicy();
cacheItemPolicy.AbsoluteExpiration = DateTime.Now.AddMinutes(30); //Add the response to the cache based on the key
cache.Add(cacheKey, results, cacheItemPolicy);
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Service level accounts and security policy

Hello Experts,
We would like to roll out production environment at a customer. The documentation does not provide very good solution for the scenario when service level accounts are changing.
Customer's security policy requires all administrative accounts to be named e.g. firstname.lastname@domain. Generic productadmin@domain which are not identifiable can not be used on production servers.
It is understood that the BPC application server runs using the permissions granted to the user ID which was used during installation (access to the Windows AD, SQL Server &c.
If specific domain user is also member of local administrators group, he/she can indstall the product. However, if this particular account is made redundant and the administrator's role is appointed to another employee, the latter can not access the system with administrative rights.
Moreover, if the BPC administrator's account is disabled for whatever reasons, the system fails.
Is there any good suggestions for this kind of scenario?
Thanks

Thanks Scott,
This is what I have suggested but the problem is that the customer's policy does not allow anonymous accounts controlling their production systems, the administrative accounts can only be personal accounts like firstname.lastname@domain.
It seems that the only solution is to use administrator's personal credentials and in case those change, they need to go through the Ops guide and change everything manually.
Lucikly there is a bit simpler way to do this. Instead of manually changing credentials for every COM+ app as Ops Guide suggests, you can olny change three of those:
OsoftDatabaseADMIN
OsoftDatabaseSYSADMIN
OsoftDatabaseUSER
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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

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

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

Unified Communications Operations Manager 8.0: How can I get rid of exlamation marks in Service Level View?

Hi all,
In Operations Manager I open the Service Level View and there are 3 exclamation marks visible for some devices. I acknowledged all alerts & events and they are already cleared now, but I'd like to know if I can get rid of the exclamation marks in Service Level View too. Is this possible?
Kind regards,
Richard
Message was edited by: Richard Bovens

Nancy,
You are God!
It worked!
Thanks.
I have a dumb basic question which is sort of related to your shambles comment, which I don't deny is true.
I am confused about whether style.css files get affiliated with each separate HTML page or whether there is just one style.css file that is affiliated with all my HTML pages. If they are separate CSS files, how do I separate each style.css file?
Best, P.

Service level agreement application

we are considering investing in a service level agreement application through which we can better monitor and deliver more consistent, and predictable performance levels to our Oracle end users
there are few applications that can do the job, including mercury, bmc, infovista.
for the mercury solution there is a good online webinar coming up
https://placeware.viewcentral.com/events/cust/single_event.asp?cid=mercint&pid=2&payment_type=USD&cbClass=16&signupkey=V-SLM
has anyone used any of these applications for service level monitoring, and can share some thoughts on the selection process?
thanks,
Joe

HI
the BMC's Patrol is very goob monitoring, this work over OS, Oracle and more databases
Check the BMC DBA tools, i don't remember the name, but yu can check it in
http://www.bmc.com
cheers
Mario

Is there any report for service level agreement monitoring?

Regards,
Lament

Hello
To configure the SLR Report, goto transaction DSMOP or DSWP
in soution overview, choose your system (i'm suposing you already configured monitoring for your system)
goto tab Solution Monitoring, choose operations setup on the left, and Service level reporting on the right.
there you can activate service level reporting, and customize your report.
If you need more help, let me know.
Regards
Geert

EIM 4.3 - Service Levels

Hello,
I have been looking at setting service levels within an integrated EIM environment, and I can't seem to make the correlation between configuring them in my workflow and reporting.
In my workflow, I setup two SL's.
1 - Total Case Activity Time - 8 hours
2 - Total Activity Time - 2 hours
I can see how to setup alarms to notify my supervisors if I am going to exceed my SL set above.
For reporting... I don't see where these service levels are tied into my reports. It looks to me like I need to set a service level manually for each report I would like to do.
I figured Service Levels were kind of like call types, in that I would run a service level report and it would return data based on emails hitting that service level, etc.
If someone has created reports based on the service levels they entered in their workflow, can you let me know what you chose?
Thanks!
Barry

Hi Matthew,
Unfortunately the service levels you enter are just for monitoring and notifying. The actual reports you run, you need to specify the service levels in there manually.
Other than that, I have found no other work around, or had the opportunity to engage eGain directly to try to talk about this.
Thanks!
Barry

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

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