on 05-07-2010 2:28 PM
Helow.
Who can say me name of report which can send e-mail to responsible user about expired unprocessing Service Message (after some timeout)?
Edited by: Dmitry Udot on May 7, 2010 3:29 PM
Hi Dmitry,
I am assuming that you have configured the SLA for service desk
if that is the case then use below report
RSPPFPROCESS selection report
Otherwise you need to go development without SLA implementtation based upon the EXTRA-Change Document header information available in the ticket
Hope this ans ur query
Regards
Prakhar
Edited by: Prakhar Saxena on May 10, 2010 9:42 PM
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In standard time duration is always 3 days so if you wan to trigger mail for that you can have one action in your action profile which check and get executed when time expires as per your condition
but if want to trigger mail on various status values with respect to diff time then development is needed.
Regards
Prakhar
Edited by: Prakhar Saxena on May 13, 2010 8:09 PM
Hi Dmitry,
check this
SLA Escalation Management
In the service process, you can automatically monitor when dates that are defined in the SLA parameters are exceeded by making settings in Escalation Management. You can use Escalation Management to determine any deadline you want to monitor, and the subsequent processes you want to trigger when the deadline is exceeded.
The following information describes how to use the standard procedures deliverd by SAP, and how you can use them to set up your own Escalation Management.
Activities
Using the Standard Procedure:
Assign the date profile SLA Data at Item Level to your service process item category in the activity Assign Date Profile to Item Category and do the same thing for the Monitoring SLA Deadlines action profile in the activity Assign Action Profile to the Item Category.
Set up the RSPPFPROCESS selection report for performing the actions according to your requirements.
Enhancing the Standard Procedure:
Enhance the action profile using your own action definitions. If you want to use your own Smart Form as an output medium, enter the name of the Smart Form in action processing and define the schedulng and start conditions for definition of the action.
Set up the RSPPFPROCESS selection report for performing the actions according to your requirements.
Note:
For more information about actions, see the Customer Relationship Management section in the SAP Library. Choose Basic Functions -> Actions in the CRM Online System. You can also find more information about the RSPPFPROCESS selection report in the Action Monitor section.
Example
You are using the SLA parameter First Response Time. The first response time in a service process was exceeded. The system automatically generates and sends an e-mail to remind the employee responsible about this process and provide him or her with the most important transaction data.
As an enhancement to this escalation, a second e-mail could be sent to the same person, or to a different person after a further period of time has expired.
yes you can use the report Processing using Selection report as this will trigger your action ...schedule this report.
hope prb solved now
Regards
Prakhar
Edited by: Prakhar Saxena on May 27, 2010 12:34 AM
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