SLA for service request\service order without create a service contract

Hello Experts,
We are using CRM 7
Is there a possibility to determine SLA for service request\service order without create a service contract?
We have defined:
1. Trasaction Code: CRMD_SERV_SLA- Response Profile / Response Times
2. In Customizing we have defined our date profile with the relevant duration
3. In Customizing for transaction types we defined SLA Prof. Det. Proc= IT000001
4. we assign the Service Profile and Response Profile to BP (from "service levels" block) .
Everthing seems ok but the SLA time is not determined automatically.
Hope you can help me out.
Thanks,
Tal

Hi Tal Tal
Your steps are correct and i hope you did these too
a) In the SLA determination procedure ,you have defined the access sequence for service product item or org
b) If service product item ,take any service product for ex INVESTIGATION assign the two Service and response profile in the service tab
c) if org the above two profiles can be assigned to org attributes.
d) In my opinion the date profile you should have assigned it to item category as I think the SLA date calculation is done at the item level
e) You should assign the SLA det prof to the transaction type in the service process business category - customizing header.
f) when you create a transaction type sla dates will be determined as follows
    a) you have to enter service product entered in the item ,then dates will be visible,and also if your access sequence is based on service product,the respons profile and service profile will be determined.
    b) if you have given indicators as all these three "category,priority,codes' in your response profile, then you have to enter all three and then hit enter
   c) After hitting enter,the response profile determined above,will use the above 3 inputs of category,priority etc and determine the duration times ,which should be maintained in your date profile.hence the durations determined will be used in the dates calculation.
Let me know if you have any other questions.

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Taken from http://help.sap.com/
Rg,
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Hi,
Im facing Error as "In case of account assignment, please enter acc. assignment data for item" while creating Service PO using BAPI_PO_CREATE1.
Header Data
      w_poheader-comp_code = w_src-bukrs. "Company Code
      w_poheader-doc_type = w_src-bsart.   "Document type
     w_poheader-delete_ind = w_src-vrtkz. "Deletion Indicator
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          date_external            = w_src-aedat
        IMPORTING
          date_internal            = lv_date
        EXCEPTIONS
          date_external_is_invalid = 1
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      w_poheader-created_by = sy-uname.    "Creator Name
      w_poheader-vendor = w_src-lifnr.     "Vendor
      w_poheader-pmnttrms = w_src-zterm.   "Payment Terms
      w_poheader-purch_org = w_src-ekorg. "Purchase Organization
      w_poheader-pur_group = w_src-ekgrp. "Purchase Group
      w_poheader-ref_1    = w_src-ihrez.   "OLD PO
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      w_poheaderx-doc_type = 'X'.   "Document type
     w_poheaderx-delete_ind = 'X'.      "Deletion Indicator
      w_poheaderx-creat_date = 'X'.    "Creation Date
      w_poheaderx-created_by = 'X'.
      w_poheaderx-vendor = 'X'.
      w_poheaderx-pmnttrms = 'X'.   "Payment Terms
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      w_poheaderx-pur_group = 'X'. "Purchase Group
      w_poheaderx-ref_1 = 'X'.
Item Data
      w_poitem-po_item = w_src-ebelp.
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      ENDIF.
      IF NOT w_src-txz01 IS INITIAL.
        w_poitem-short_text = w_src-txz01.
      ENDIF.
      IF NOT w_src-werks IS INITIAL.
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Material group
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        w_poitem-matl_group = w_src-matkl.
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Open or Partial Qty
      IF w_src-opqty IS NOT INITIAL.
        w_poitem-quantity = w_src-opqty.
      ELSEIF NOT w_src-paqty IS INITIAL.
        w_poitem-quantity = w_src-paqty.
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      IF NOT w_src-meins IS INITIAL.
        w_poitem-po_unit = w_src-meins. "Base Unit of Measure
      ENDIF.
      IF NOT w_src-netpr IS INITIAL.
        w_poitem-net_price = w_src-netpr. "Net Price
      ENDIF.
      IF NOT w_src-mwskz IS INITIAL.
        w_poitem-tax_code = w_src-mwskz.
      ENDIF.
      IF NOT w_src-pstyp IS INITIAL.
        w_poitem-item_cat = w_src-pstyp.
      ENDIF.
      IF NOT w_src-knttp IS INITIAL.
        w_poitem-acctasscat = w_src-knttp.
      ENDIF.
      IF NOT w_src-vrtkz IS INITIAL.
        w_poitem-distrib = w_src-vrtkz.
      ENDIF.
Package No
      IF NOT w_src-packno IS INITIAL.
        w_poitem-pckg_no = w_src-packno. "Package no
      ENDIF.
      IF w_poitem-delete_ind IS INITIAL AND
         w_poitem-short_text IS INITIAL AND
         w_poitem-plant IS INITIAL AND
         w_poitem-matl_group IS INITIAL AND
         w_poitem-quantity IS INITIAL AND
         w_poitem-po_unit IS INITIAL AND
         w_poitem-net_price IS INITIAL AND
         w_poitem-tax_code IS INITIAL.
        CLEAR lv_item.
      ELSE.
        APPEND w_poitem TO i_poitem.
        CLEAR: w_poitem.
        lv_item = 'X'.
      ENDIF.
      w_poitemx-po_item = w_src-ebelp.
      w_poitemx-delete_ind = 'X'.
      w_poitemx-short_text = 'X'.
      w_poitemx-plant = 'X'.
      w_poitemx-matl_group = 'X'.
      w_poitemx-quantity = 'X'.
      w_poitemx-po_unit = 'X'.
      w_poitemx-net_price = 'X'.
      w_poitemx-tax_code = 'X'.
      w_poitemx-item_cat = 'X'.
      w_poitemx-acctasscat = 'X'.
      w_poitemx-distrib = 'X'.
      IF NOT w_src-packno IS INITIAL.
        w_poitemx-pckg_no = 'X'.
      ENDIF.
      IF lv_item = 'X'.
        APPEND w_poitemx TO i_poitemx.
        CLEAR: w_poitemx,
               lv_item.
      ENDIF.
PO Deliery Address
      w_poaddrdelivery-po_item = w_src-ebelp.
      IF NOT w_src-adrn2 IS INITIAL.
        w_poaddrdelivery-addr_no = w_src-adrn2.
        APPEND w_poaddrdelivery TO i_poaddrdelivery.
        CLEAR w_poaddrdelivery.
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POschedule
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      CALL FUNCTION 'CONVERT_DATE_TO_INTERNAL'
        EXPORTING
          date_external            = w_src-eindt
        IMPORTING
          date_internal            = lv_date
        EXCEPTIONS
          date_external_is_invalid = 1
          OTHERS                   = 2.
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        w_poschedule-del_datcat_ext = 'D'. "Delivery Date in Day Format
        w_poschedule-delivery_date = lv_date.
        w_poschedule-quantity = w_src-menge.
        APPEND w_poschedule TO i_poschedule.
        CLEAR w_poschedule.
        lv_schd = 'X'.
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      w_poschedulex-po_item = w_src-ebelp.
      w_poschedulex-del_datcat_ext = 'X'.
      w_poschedulex-delivery_date = 'X'.
      w_poschedulex-quantity = 'X'.
      IF lv_schd = 'X'.
        APPEND w_poschedulex TO i_poschedulex.
        CLEAR : w_poschedulex,
                lv_schd.
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PO Account Assignment
      w_poaccount-po_item = w_src-ebelp.
      w_poaccount-serial_no = w_src-zekkn.
Distribution Indicator is 1
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        w_poaccount-distr_perc = w_src-vproz.
        IF NOT w_src-menge IS INITIAL.
          CLEAR lv_menge.
          lv_menge = w_src-menge.
        ENDIF.
        lv_acct_qty = lv_menge * w_src-vproz / 100.
Get Round value of Quanity
        frac = FRAC( lv_acct_qty ).
        IF frac EQ 0.
          lv_acct_qty = FLOOR( lv_acct_qty ).
        ELSE.
          lv_acct_qty = CEIL( lv_acct_qty ).
        ENDIF.
        w_poaccount-quantity = lv_acct_qty.
      ELSEIF w_src-vrtkz IS INITIAL.
        w_poaccount-quantity = w_src-menge.
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      w_poaccount-gl_account = w_src-saknr.
      w_poaccount-costcenter = w_src-kostl.
      w_poaccount-asset_no = w_src-anln1.
      w_poaccount-wbs_element = w_src-wbs.
      w_poaccount-network = w_src-nplnr.
      w_poaccount-tax_code = w_src-mwskz.
      w_poaccount-activity = w_src-vornr.
      APPEND w_poaccount TO i_poaccount.
      CLEAR w_poaccount.
      w_poaccountx-po_item = w_src-ebelp.
      w_poaccountx-serial_no = w_src-zekkn.
      IF w_src-vrtkz EQ '1'.
        w_poaccountx-distr_perc = 'X'.
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      w_poaccountx-quantity = 'X'.
      w_poaccountx-gl_account = 'X'.
      w_poaccountx-costcenter = 'X'.
      w_poaccountx-wbs_element = 'X'.
      w_poaccountx-network = 'X'.
      w_poaccountx-tax_code = 'X'.
      w_poaccountx-activity = 'X'.
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      CLEAR w_poaccountx.
PO Services
      w_poservices-pckg_no = w_src-packno. "Package no
      w_poservices-line_no = w_src-srv_line_no.    "Line item
      w_poservices-ext_line = w_src-extrow.    "External line
     w_poservices-outl_level = 0.
     w_poservices-outl_ind = 'X'.
      w_poservices-subpckg_no = w_src-sub_packno. "Sub package no
      w_poservices-quantity = w_src-srqty. "Service Quantity
      w_poservices-base_uom = w_src-srmeins. "Service Basic unit of Measure
      w_poservices-price_unit = '1'.
     w_poservices-from_line = '1'.
      w_poservices-gr_price = w_src-brtwr. "GR Price
      w_poservices-short_text = w_src-sh_text1.    "Service Short Text
     w_poservices-matl_group = w_src-matkl. "Material Group
      APPEND w_poservices TO i_poservices.
      CLEAR w_poservices.
PO Service Access values
      w_posrvacc-pckg_no = w_src-packno. "Package no
      w_posrvacc-line_no = w_src-srv_line_no. "Line item
      w_posrvacc-serno_line = w_src-zekkn.                  "'01'..
      IF w_src-vproz IS INITIAL.
        w_posrvacc-percentage = '100.0'.
      ENDIF.
      w_posrvacc-serial_no = w_src-zekkn.                   "'01'.
      w_posrvacc-quantity = w_src-srqty. "Service Quantity
      w_posrvacc-net_value = w_src-srqty. "Net value
      APPEND w_posrvacc TO i_posrvacc.
      CLEAR w_posrvacc.
    ENDIF.
***Create a NEW PO
    AT END OF ihrez.
Call BAPI
      CALL FUNCTION 'BAPI_PO_CREATE1'
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          poheader          = w_poheader
          poheaderx         = w_poheaderx
        IMPORTING
          exppurchaseorder = gv_ebeln
        TABLES
          return            = i_return
          poitem            = i_poitem[]
          poitemx           = i_poitemx[]
          poaddrdelivery    = i_poaddrdelivery[]
          poschedule        = i_poschedule[]
          poschedulex       = i_poschedulex[]
          poaccount         = i_poaccount[]
          poaccountx        = i_poaccountx[]
          poservices        = i_poservices[]
          posrvaccessvalues = i_posrvacc[]
          extensionin       = i_extensionin[].
Commit the Transaction
      CALL FUNCTION 'BAPI_TRANSACTION_COMMIT'
       EXPORTING
         WAIT          = 'X'.
Regards,
Deepthi.

1. If we get error as "In case of account assignment, please enter acc. assignment data for item" than First cehck whetaher u have authorization to Tcode ME23n or not. In my case, I din't had authorization to Me23n tcode.
2. If we get Error as "Please Mainatain Services or Limits". Please create a Service PO in the following Order.
*& Internal Table Declaration
DATA : i_intern         TYPE STANDARD TABLE OF alsmex_tabline WITH HEADER LINE,
       i_poitem         TYPE STANDARD TABLE OF bapimepoitem,
       i_poitemx        TYPE STANDARD TABLE OF bapimepoitemx,
       i_poaddrdelivery TYPE STANDARD TABLE OF bapimepoaddrdelivery,
       i_poschedule     TYPE STANDARD TABLE OF bapimeposchedule,
       i_poschedulex    TYPE STANDARD TABLE OF bapimeposchedulx,
       i_poaccount      TYPE STANDARD TABLE OF bapimepoaccount,
       i_poaccountx     TYPE STANDARD TABLE OF bapimepoaccountx,
       i_poservices     TYPE STANDARD TABLE OF bapiesllc,
       i_posrvacc       TYPE STANDARD TABLE OF bapiesklc,
       i_extensionin    TYPE STANDARD TABLE OF bapiparex,
       i_return         TYPE STANDARD TABLE OF bapiret2.
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DATA:
      w_poheader       TYPE bapimepoheader,
      w_poheaderx      TYPE bapimepoheaderx,
      w_poitem         TYPE bapimepoitem,
      w_poitemx        TYPE bapimepoitemx,
      w_poaddrdelivery TYPE bapimepoaddrdelivery,
      w_poschedule     TYPE bapimeposchedule,
      w_poschedulex    TYPE bapimeposchedulx,
      w_poaccount      TYPE bapimepoaccount,
      w_poaccountx     TYPE bapimepoaccountx,
      w_poservices     TYPE bapiesllc,
      w_posrvacc       TYPE bapiesklc,
      w_extensionin    TYPE bapiparex,
      w_return         TYPE bapiret2.
START-OF-SELECTION.
Header Data
w_poheader-comp_code = '5791'. "Company Code
w_poheader-doc_type = 'Z0CM'.   "Document type
w_poheader-creat_date = sy-datum. "lv_date.    "Creation Date
w_poheader-created_by = sy-uname.    "Creator Name
w_poheader-vendor = '0005012343'.     "Vendor
w_poheader-pmnttrms = 'Z004'.   "Payment Terms
w_poheader-purch_org = 'P000'. "Purchase Organization
w_poheader-pur_group = '001'. "Purchase Group
w_poheader-ref_1    = '004500007671'.   "OLD PO
w_poheaderx-comp_code = 'X'. "Company Code
w_poheaderx-doc_type = 'X'.   "Document type
w_poheaderx-creat_date = 'X'.    "Creation Date
w_poheaderx-created_by = 'X'.
w_poheaderx-vendor = 'X'.
w_poheaderx-pmnttrms = 'X'.   "Payment Terms
w_poheaderx-purch_org = 'X'. "Purchase Organization
w_poheaderx-pur_group = 'X'. "Purchase Group
w_poheaderx-ref_1 = 'X'.
Item Data
w_poitem-po_item = '000010'.
w_poitem-short_text = 'Z0CM - Default Appr. Test '.
w_poitem-plant = '5368'.
Trackign no
w_poitem-trackingno = ''.
Material group
w_poitem-matl_group = '119'.
w_poitem-po_unit = 'EA'. "Base Unit of Measure
w_poitem-net_price = '17500.00'. "Net Price
w_poitem-tax_code = 'I0'.
w_poitem-item_cat = '9'.
w_poitem-acctasscat = 'K'.
w_poitem-distrib = space.
Package must be given in item to create Service PO
w_poitem-pckg_no = 0000000001.
APPEND w_poitem TO i_poitem.
CLEAR: w_poitem.
w_poitemx-po_item = '000010'.
w_poitemx-delete_ind = 'X'.
w_poitemx-short_text = 'X'.
w_poitemx-plant = 'X'.
w_poitemx-trackingno = 'X'.
w_poitemx-matl_group = 'X'.
w_poitemx-quantity = 'X'.
w_poitemx-po_unit = 'X'.
w_poitemx-net_price = 'X'.
w_poitemx-tax_code = 'X'.
w_poitemx-item_cat = 'X'.
w_poitemx-acctasscat = 'X'.
w_poitemx-distrib = 'X'.
w_poitemx-pckg_no = 'X'.
APPEND w_poitemx TO i_poitemx.
CLEAR: w_poitemx.
PO Deliery Address
      w_poaddrdelivery-po_item = '000010'.
        w_poaddrdelivery-addr_no = '0000061208'.
        APPEND w_poaddrdelivery TO i_poaddrdelivery.
        CLEAR w_poaddrdelivery.
POschedule
      w_poschedule-po_item = '000010'..
DATA : LV_DATE TYPE SY-DATUM,
       lv_schd.
      CLEAR: lv_date.
      CALL FUNCTION 'CONVERT_DATE_TO_INTERNAL'
        EXPORTING
          date_external            = '12/2/2009'
        IMPORTING
          date_internal            = lv_date
        EXCEPTIONS
          date_external_is_invalid = 1
          OTHERS                   = 2.
      IF NOT lv_date IS INITIAL.
        w_poschedule-del_datcat_ext = 'D'. "Delivery Date in Day Format
        w_poschedule-delivery_date = lv_date.
        w_poschedule-quantity = '1.000'.
        APPEND w_poschedule TO i_poschedule.
        CLEAR w_poschedule.
        lv_schd = 'X'.
      ENDIF.
      w_poschedulex-po_item = '000010'.
      w_poschedulex-del_datcat_ext = 'X'.
      w_poschedulex-delivery_date = 'X'.
      w_poschedulex-quantity = 'X'.
      IF lv_schd = 'X'.
        APPEND w_poschedulex TO i_poschedulex.
        CLEAR : w_poschedulex,
                lv_schd.
      ENDIF.
PO Account Assignment
w_poaccount-po_item = '000010'.
w_poaccount-serial_no = '01'.
w_poaccount-distr_perc = ''.
w_poaccount-quantity = '1.000'.
w_poaccount-gl_account = '0000603064'.
w_poaccount-costcenter = '0053680100'.
w_poaccount-asset_no = ''.
w_poaccount-wbs_element = ''.
w_poaccount-network = ''.
w_poaccount-tax_code = 'I0'.
w_poaccount-activity = ''.
APPEND w_poaccount TO i_poaccount.
CLEAR w_poaccount.
w_poaccountx-po_item = '000010'.
w_poaccountx-serial_no = '01'.
w_poaccountx-distr_perc = 'X'.
w_poaccountx-quantity = 'X'.
w_poaccountx-gl_account = 'X'.
w_poaccountx-costcenter = 'X'.
w_poaccountx-wbs_element = 'X'.
w_poaccountx-network = 'X'.
w_poaccountx-tax_code = 'X'.
w_poaccountx-activity = 'X'.
w_poaccountx-cmmt_item = 'X'.
APPEND w_poaccountx TO i_poaccountx.
CLEAR w_poaccountx.
Extension for ZZSub
w_extensionin-structure = 'BAPI_TE_MEPOACCOUNTING'.
w_extensionin-valuepart1+0(5) = '00010'..
w_extensionin-valuepart1+5(2) = '01'.
w_extensionin-valuepart1+28(5) = ''.
APPEND w_extensionin TO i_extensionin.
CLEAR w_extensionin.
w_extensionin-structure = 'BAPI_TE_MEPOACCOUNTINGX'.
w_extensionin-valuepart1+0(5) = '00010'.
w_extensionin-valuepart1+5(2) = '01'.
w_extensionin-valuepart1+11(1) = 'X'.
APPEND w_extensionin TO i_extensionin.
CLEAR w_extensionin.
Extension to add Expense Type only
w_extensionin-structure = 'BAPI_TE_MEPOHEADER'.
w_extensionin-valuepart1+10(4) = '0131'.
APPEND w_extensionin TO i_extensionin.
CLEAR w_extensionin.
w_extensionin-structure = 'BAPI_TE_MEPOHEADERX'.
w_extensionin-valuepart1+10(4) = 'X'.
APPEND w_extensionin TO i_extensionin.
CLEAR w_extensionin.
EXPORT i_extensionin[] TO MEMORY ID 'SUB'.
PO Services
PO Services( One Line Iem)
Assign the dummy no as Pacakage no
w_poservices-pckg_no = 0000000001. "(assign package no as a dummy number)
w_poservices-line_no = 0000000001.      "Line item
w_poservices-outl_ind = 'X'.
Assign Dummy no as sub package no
w_poservices-subpckg_no = 0000000003.   "(Dummy No.) "Sub package no
w_poservices-from_line = '1'.
APPEND w_poservices TO i_poservices.
CLEAR w_poservices.
PO Services(Second Line Item )
Assign the same sub package dummy no which is mentioned above
w_poservices-pckg_no = 0000000003.   "(Dummy No.) "Sub package no
w_poservices-line_no = 0000000002.
w_poservices-ext_line = '0000000010'.     "External line
w_poservices-quantity = '17500.0'.    "Service Quantity
w_poservices-base_uom = 'EA'.    "Service Basic unit of Measure
w_poservices-price_unit = '1'.
w_poservices-gr_price = '1'.    "GR Price
w_poservices-short_text = 'Z0CM - Default Appr. T'.      "Service Short Text
w_poservices-matl_group = '119'. "w_src-matkl. "Material Group
APPEND w_poservices TO i_poservices.
CLEAR w_poservices.
PO Service Access values
w_posrvacc-pckg_no = 0000000003. "w_src-sub_packno. "Sub package no
w_posrvacc-line_no = 0000000002. "w_src-srv_line_no. "Line item
w_posrvacc-serno_line = '01'.
w_posrvacc-percentage = '100.0'.
w_posrvacc-serial_no = '01'.
w_posrvacc-quantity = '17500.0'. "w_src-srqty. "Service Quantity
APPEND w_posrvacc TO i_posrvacc.
CLEAR w_posrvacc.
DATA : gv_ebeln TYPE ebeln.
Call BAPI
CALL FUNCTION 'BAPI_PO_CREATE1'
    EXPORTING
      poheader          = w_poheader
      poheaderx         = w_poheaderx
    IMPORTING
      exppurchaseorder = gv_ebeln
    TABLES
      return            = i_return
      poitem            = i_poitem[]
      poitemx           = i_poitemx[]
      poaddrdelivery    = i_poaddrdelivery[]
      poschedule        = i_poschedule[]
      poschedulex       = i_poschedulex[]
      poaccount         = i_poaccount[]
      poaccountx        = i_poaccountx[]
      poservices        = i_poservices[]
      posrvaccessvalues = i_posrvacc[]
      extensionin       = i_extensionin[].
Commit the Transaction
CALL FUNCTION 'BAPI_TRANSACTION_COMMIT'
    EXPORTING
      wait = 'X'.
WRITE:/5 gv_ebeln COLOR 5.
SKIP 2.
DATA : lv_msg TYPE string.
LOOP AT i_return INTO w_return WHERE type = 'E'.
    CALL FUNCTION 'FORMAT_MESSAGE'
      EXPORTING
        id        = w_return-id
        lang      = 'EN'
        no        = w_return-number
        v1        = w_return-message_v1
        v2        = w_return-message_v2
        v3        = w_return-message_v3
        v4        = w_return-message_v4
      IMPORTING
        msg       = lv_msg
      EXCEPTIONS
        not_found = 1
        OTHERS    = 2.
    WRITE:/10 lv_msg.
ENDLOOP.

Reporting In Service Manager 2012 - How To Get A List Of All Service Requests Regardless of Status

Within the Custom Reporting Options available to users of Ssystem Center Service Manager 2012, which would one use to create reports that do not contain any agregated data but are instead detail level info such as a list of all Service Requests reardless
of status? I want to include within the report the same data you see on the main page of a Service Request when you double-click a Service Request within Service Manager and it pops opne the details of the Service Request.
I'm trying to get the following info for each Service Requests
SR ID (i.e. SR1234)
Affected User
Title
Description
Priority
Source
Area
Support Group
Assigned To
Created By and Created On
I know the cubes w/Excel offer a great way to get data for a **piece meal report or for getting agregated data (I.E. counts, sums, avergares, Max's & Mins) but I need a report that has zero totals and no agregations.
Thanks
** A piece meal report is a report that has to be manually pieced together by combining data from others reports and other sources because no single report can be constructed to bring all the data togethere into a single report. If you've ever
worked with an accountant taht uses Excel for everything but who has no idea how SQL or databases in general are deisgned then chances are you've either been asked to create a piece meal report for them and or seen them do one them selves when they open a
spreadshet and dump into it disperate data from a variety of sources and then ask you why you can't automate that same report for them.

the following thread covers some good SQL queries to get details about the Incident Request, just amend them to cover the Service Request
http://social.technet.microsoft.com/Forums/systemcenter/en-US/e703641d-3e05-4df4-be2b-bf9bd62534f8/how-to-generate-incident-report-with-incident-description-field-in-scsm-2012-sp1

Report to show Service Requests that are open on a day selected by the user

Dunno if I'm being thick, but I can't see how to do this in a report/dashboard...
The user selects a day and the report pulls back all the Service Requests that were open on that day using the following logic...
Service Request Opened Date <= Selected date & Service Request Closed Date >= Selected date
Is this possible?

You can do this with a report or a dashboard.
For a report, create a report your subject ares, like Service Request. In Step 3, Create a prompt on your date and choose Column Filter Prompt. Give the prompt a caption ("Enter/Choose Date" for example). Choose the date field for the Filter on Column. Determine how you want the users to select the value and hit OK. My experience has been that you need to let users type in the date, as opposed to choosing from a drop-down list, because of the volume of data and performance reasons, but test it to determine what works best for your needs.
For a dashboard, you would need to create a dashboard prompt for your dashboard report. You do this by creating a new report on your intended subject area, i.e. Service Request. Instead of creating the report as you normally do, you need to click on the Create Dashboard Prompt button at the top left, just below the Oracle logo. Choose the right reporting area, then complete the prompt details. Don't forget to allow for the prompt in your report.
I always recommend that you consider purchasing a great book on reporting, written by Mike Lairson. It is an excellent resource for nearly all of your reporting questions. You can find it on amazon.com.
http://www.amazon.com/Oracle-Demand-Reporting-Osborne-ORACLE/dp/0071593047/ref=sr_1_1?ie=UTF8&s=books&qid=1274893170&sr=8-1
Good Luck,
Thom

Service Request Aging Analysis

Hello All,
I am trying to create a report in Siebel off the canned aging report. It seems to give me the average age in calendar days which is fine, however I need to report on number of business days.
The data I need specifically is:
Service Request's (SR's) Average Age - This is default
Average age of open SR's business days - This is the tough one, I need to have > 5 business days and < 5 Buisness days
Average age if not closed on the first contact - Buisness and Calender days
SR's open greater then 5 days - Buisness and Calender days
If anyone has any advice if this is possible or how to go about having Siebel create the report for me, that would be great.
Thanks in advance
~The Call Guy

Okay, if your report is using the Service Request History subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))+(2-WEEK("Service Request"."Opened Date"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date")))
If your report is using the Service Request subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date and Time" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))+(2-WEEK("Service Request"."Opened Date and Time"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date and Time")))
I have verified that both formulas are error free when used in the correct subject area... the column that you start with does not matter... just be sure to completely blank the existing formula before pasting in this one.
Let me know how it goes.
Mike L

SLA for service request\service order without create a service contract

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