Comments on: SLA’s made easy in SAP Solution Manager

By: Pascal

Pascal — Mon, 28 Nov 2011 11:04:25 +0000

Thanks for the comment Shabeer.

By: shabeer

shabeer — Tue, 15 Nov 2011 12:39:59 +0000

Thanks for the wonderfull document on SM Service Desk.

Appreciated.

Regards,
Shabeer

By: Chiran

Chiran — Thu, 15 Sep 2011 18:42:29 +0000

Hi,

thank you for this guide. It is better documented than in SDN. I went through because my customizing is not working : in messages, evrything working fine excepted SLA, with error “No service contract could be determined “. The organisation tab is green, in contract and in message. The product is determined but not the contract. I think that the profiles in SLFV are the same than SLFN which in my customizing is a ZLFN with a Zstatus, Zpartner determination, and so on; Did I miss something there ?

Regards
Chiran

By: Claus

Claus — Wed, 22 Jun 2011 10:15:10 +0000

Hi,
thank you for this guide. Really nice. But I have the problem that “my” SLFV-type looks different. There is no tab “object list” and there is no posibillity for entering service and response times in the Servicedata-Tab. Any idea what is wrong?
bye
Claus

By: SLA’s made easy in solution manager – by Pascal | QnA SAP

Sun, 13 Feb 2011 09:27:27 +0000

[...] Some of you might have used the excellent document available on the SAP service market place called “SAP Solution Manager – Service Desk for Service Providers” which explains in detail the steps required to set up SLA’s in your solution manager system, in the context of the VAR scenario. Whilst this document is very helpful, I find that there is a piece missing in it. It shows you what you need to set up before setting up a contract and then goes on to discuss how messages can be escalated if SLA’s are not respected – it does not show or explain how everything is put together in a contract and how that contract is determined. I have therefore tried to write this missing piece to this great document. You can find that over on my web site and the link to that post is here –> SLA’s made easy in SAP Solution Manager [...]

By: Savindi

Savindi — Tue, 08 Jun 2010 13:04:55 +0000

Hi Renet,

Thanks for the great instructions. Im a little to new Solution Manager and would like to know the difference between “Business Partner” and “Sold-to-Party” in Service Desk?

Does it have any affect on the functions of a service desk?

Regards,

Savindi

By: renet@web

renet@web — Tue, 12 Jan 2010 11:10:57 +0000

Hello Fabiana,
I’m sorry but all these entries were already there in my system.
Rgds.

By: Fabiana

Fabiana — Mon, 11 Jan 2010 19:54:40 +0000

Hello,

I’m trying to follow your SLA documentation but when get to the step where I have to assign the SetTypes to the category I don’t see the same itens you listed, for example, COMM_PR_UNIT. Could you help me finding out what am I missing?

Thanks in advance,

Fabiana

By: Daniely

Daniely — Wed, 09 Dec 2009 12:20:57 +0000

Hi,

This is a very good material, but I have a doubt.

In the transaction crm_dno_monitor I can check the time response defined in the service contract but,is there one place for monitoring the REAL time response? For example my first time response is 3 hour but I solved the message in 1 hour, is there a report with this information?

Thanks a lot.
Daniely?

By: Arun

Arun — Mon, 26 Oct 2009 13:10:15 +0000

Hi,

I have two doubts in the config.
1. Should the BC sets for service provider scenario need to be activated?? (as it says SLA for service providers in the SAP document)

2. In my system, the action profile for SLFN is SLFN0001_ADVANCED. So should I change the method for product determination under AI_SDK_STANDARD? or should I create a new one under SLFN0001_advanced??

Regards,
Arun