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Service Desk: SLA configuration hints for SAP Solution Manager 7.0

With the following hints you will be able to configure the use of Service Level Agreement SLA to make sure that messages are processed within the defined period of time.

For configuring SLA you should get this document  Advanced Quick Guide for VARs Service Desk (Jan 2010) even when the name of the document can lead to confusion, this guide can be used for all Service Desk scenarios and not only for Service Providers configurations.

Here I will try to give you some hints of the problems that I found following this guide, if you are coming from technology world this can be useful, for CRM experts probably these hints are not necessary at all 🙂

The screenshots are taken from a Solution Manager 7.0 EhP1 SP24 system with Service Desk standard scenario.

For SLA configuration in SAP Solution Manager 7.1 see  Incident Management: SLA configuration hints for SAP Solution Manager 7.1.

Step 1. IBase model, sold-to party

The IBase models the customer’s system landscape with their respective system ID, installation number, and client. Data from support messages is compared with the IBases so that the right IBase and the right customer are found automatically and entered in the service process.

Ensure that the system:client you are selecting for SLA has a Sold-to party assigned to it:

/nib52 –>Goto/Partner

Sold-to party 241

 

Step 2. Organizational Model

Create your own organizational data for Service Provider model of your company from transaction ppoma_crm.

In CRM, the main focus is on modeling the sales and service structure. You need model only the organizational data that is relevant for processes specific to sales and services.

For example you can create the following Support Desk organization model:

Note: One OU can have the 3 attributes: Sales, Marketing and Service at the same time, I mean when you are selecting attribute Sales, you fill the corresponding data and you save, after you also can add data to the attribute Service, the data entered before for the attribute Sales remains, it is not deleted.

Assigning Attributes to Service Desk Organizational Units

What it is really important here is to indicate the country , because after when creating the Service Desk contract SLFV the organizational data determination Sales and Service are using the rules AC10000177 and AC14000164 respectively and both rules are based on the country value.

– 1st  Level Support definition:

 

– 2nd Level Support definition:

 

-Organization Unit SALES:

For SLA you need to define one OU with SALES attribute.

See the important entries here are Country, Currency, division and distribution Channel.

Save your changes.

Step3.  Sold-to party

By default the BP for the sold-to party has only the sold-to party and general role:

In Sold-to party role go to icon: Sales Area Data

By default you get this empty screen always.

Click on “Choose Sales Area…” icon

When you select one sales organization/ distribution channel you will get the already entered data for each sales organization/ distribution channel combination, don´t think that the data you store are not saved, they are saved but you will see them only when you select a sales organization/ distribution channel combination.

For this combination Sales Organization/ Distribution channel ensures you fill these data in Billing tab:

Note: you do not need to fill the sales data for the Sales organization with division. Important is the sales data of the Sales org. without division.

Check the about BP sold-to party configuration to avoid errors like:

Pricing data for partner 241 could not be read. Message no. CRM_PRICING101

In case the Sales Area Data icon is grey out in edit mode please execute report HRBCI_ATTRIBUTES_BUFFER_UPDATE

Please read the documentation attached to this report and request your system administrator to schedule this report for execution on a regular basis (if necessary every night) using the settings outlined in the documentation.

Step4. Product Maintenance definition

You use products (service products) in the SLA contract, to represent service level agreements in the form of response times.

–  Creating a Base Hierarchy and Root Category /nCOMM_HIERARCHY

Please see point 4 of the indicated guide.

– Creating Service Products /nCOMMPR01

Create a service profile in /nCRMD_SERV_SLA

Per each entry we need to specify parameters SRV_RF_DURA y SRV_RR_DURA:

Sales and Distribution tab: assign here the Sales2 organizational unit created before

Step5. Create a Service Desk contract SLFV

This structure of a service contract is:

A SLFV document can have several items, in our example the item is the product created before.

The item category for SLFV is SOL3.

The item category for SLFN is SOL4.

In transaction /ncrmd_order:

Create!

Note: if you can not see this entry “SERVICE DESK Contrct” ensure the BC-set SOLMAN40_SDESK_SLFV is activated in your solman system.

Service Desk contract is transaction type SLFV:

Enter sold-to party, receiver cost center and contact person and product in General tab:

All the text is:

Organizational data determination Sales

Transaction type: SLFV

Organizational data profile: SLFN00000002

Organizational data model determination role: AC10000177

Container:

Attribute: COUNTRY, Evaluation: DE

….

Following organizational units were found:

O 50001036 Sales2

Organizational data determination Service

Transaction type: SLFV

Organizational data profile: SLFN00000002

Organizational data model determination role: AC14000164

Container:

Attribute: COUNTRY, Evaluation: DE

Attribute: SE_ORG, Evaluation:

Following organizational units were found:

O 50000609 1stLevel

40

Click on the product down in the screen:

In object list tab we have to include the systems affected by this contract:

We save the contract to verify that there are not errors.

Now we release the contract:

For my patch level SP26 I have to apply notes 1400326 and  1048685.

Step6. Check SLFN settings for contract determination

Note: See that the Org.Data Profile needs to be indicated.

How it works:

You create a SLFN document, Contract determination E is indicated for this transaction type.

The system checks the SLFV document that fits for this SLFN document on the basis of the following selection criteria:

– Sold-to party business partner

The sold-to party BP in the service contract SLFV and in the business transaction SLFN document must be identical.

The corresponding partner functions must therefore be provided in the corresponding partner

determination procedure of the transaction types.

– Sales Organization

The sales organization and the distribution channel in the service contract and in the business transaction, it means in the sold-to party sales area data, must be identical.

– Service Organization

If a service organization has been edited in the service contract, it must be identical to the service

organization in the business transaction.

– Status

The status of the service contract item must be released.

– Validity

The date in the field for customer’s requested start in the business transaction must fall within the

validity period of the service contract item.

– Object List

The reference object (for example, an IBase component) from the business transaction must be

entered in the object list of the service contract item.

– Product List

If a product list exists, the system checks whether the product entered in the business transaction item is present in the product list of the service contract item.

– Copy Control

The copying of contract items to the items of a business transaction in service must be set in

Customizing, see next point step 7 for details.

After the system has determined service contracts, it will automatically transfer the contract data to the business transaction in service, or it will prompt you to select a contract for the transfer from a list.

Step 7. Copy control

The relevant information for configuring copy control can be found in the IMG:

Customer Relationship Management ->Transactions -> Basic Settings -> Copying Control for Business Transactions

Perform point “Define Copying Control for Transaction Types”

From SLFV to SLFN:

Perform point “Define Copying Control for Item Categories”:

From SOL3 to SOL4

Note: If SOL4 is not existing, create it according to pg 44

In the PartnerDetProc of SLFN0001 add BUS2000140

Don´t forget this assignment:

To avoid error in SLFN document:
No sales-specific Customizing entries maintained for item category SOL4
Message no. CRM_ORDER_CUST028

Perform spro point Define item category determination

See if note 1381128 is good for you, already in SAPKU50016.

Step8. Contract Determination Procedure

For this action profile SLFN0001_ADVANCED we need to create one action:

Processing type:

Processing parameters:

Initial value:

Define a condition:

You can enter here also the condition that the:

Step 8.Add Item Detail tab in SLFN

If SLFN has not ITEM DETAIL tab, we need to modify the screen profile of transaction type SLFN:

Change to SRV_SLFN_2: And then you can see again the tab Item Detail.

Step 9: Create a SLFN document

Now create a SLFN document:

In Item Detail tab you need to see the contract determined:

Note: Error that still you can get when trying to create a SLFN document:
Object CRMTE_CCKPT_H_IB_BORDERSO does not exist in the Web Repository
Message no. SWWW000
Apply note 1454138

Please go on with point “5.2.3 Automatic Monitoring of Service Level Agreements” of the guide in order to configure the monitoring of the deadlines of the created messages.

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4 Comments

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  1. Cheriyan Sam
    Hi,
    We are trying to create the Processing Parameters for the method “AISDK_SP_ADD_PRODUCT”, in the ABAP Dict. Data Type i am unable to find the type CRMI_PRODUCT_ID as mentioned in your screen shots[page 29].

    Please advice.

    Regards,
    Sam

    (0) 
  2. Andrey Sozonov

    Hello

      I tried to create an organizational model and encountered the following problem: assign an organizational unit attributes, and change the attributes of all organizational units. For example assign attributes to the Service Desk at the same time changing the attributes in Sales.

    Could you help me please? We SolMan 7.0 Ehp1

    Regards Andrew.

    (0) 
    1. HARI PAL SINGH

      Hello Everybody,

      I am new to solution manager and have installed SM 7.1 sp05 first time.

      As per guides available on service.sap.com, I have done configuration for ITSM support desk.

      For first level determination, I have used BRFPlus DT and reporter_region for support team determination.

      Now I want configure automatic escalation (say after 12 hours) of incident/messages to second level BC, MM, FI etc support teams.

      Please help me how to do it.

      Regards, HP Singh

      (0) 
  3. Pongsak Chailapsiri

    I have followed the instruction without any error till step 8.  However, when I create the support message, there is an error “no service contract could be determined”.  Also, the SLA time is not calculated.  Please help.

    (0) 

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