Service Management – Using Notification Priorities
One of the cool features that SAP service notifications offer is the ability to use priorities. Why would anyone care about this feature? well, many companies run a call center (and you’re probably one of them). Those same companies will use service notifications to track those calls. What better way to help you track those notifications than by assigning priorities. The priorities give you an easy way to track the most important calls. I recommend using IW58 as a standard way of tracking notifications.
Now, for the heart of the matter. How do you configure these priorities? Let’s start with the basics.
Select Define Priorities.
Define the Priority Type
On the next screen, pick the priority type you want to use. SM is the default, but feel free to copy this and create a custom one.
Now the real work come in the next step: Define Priorities for Each Priority Type
This is where you can configure each of the priorities. If you look at the SM Priority Type, you’ll see there are 1 – 4. They have priority text. If you want to start getting fancy, the Relative Start and Relative End tells you how much time before you should start and finish each different priority.
For example: take priority 1. The relative start is blank, that means start immediately, and it should be done within 1 day (the unit is the last 2 columns).
Priority 3 says it doesn’t start until tomorrow, and must be finished within 3 days.
Often organizations don’t pay as much attention to the start and end date for notifications, but it’s a great option to take your call center to the next level.
The last piece of this puzzle is to assign the priority type to the notification.
Next post, I’ll talk about response time monitoring. This will take you to the top of the class in terms of monitoring your service notifications.
If you’re interested in great tips and tricks on SAP service management, variant configuration or production planning, check out my blog at: http://paperstreetenterprises.com/blog/
There is also a link to some SAP Easy Buttons =)
Thanks for reading,
CTO – JaveLLin Solutions, LLC