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SLA config in Service desk

Former Member
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Hi ,

Can someone share some useful docs on configuring the SLA in SAP solution manager service desk

Thanks

Accepted Solutions (0)

Answers (2)

Answers (2)

Former Member
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Hi

please follow this from chapter 4 talks about sla

[service desk in EHP1|https://websmp110.sap-ag.de/~sapidb/011000358700000122472008E.PDF]

please proceed

Jansi

Former Member
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Jansi,

This doc is for setting up Service desk by a VAR right? which is not scenario

Rajeev has already shared this doc above

Thanks

Former Member
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Hi

sorry i havnt cheked the linlks, I didnt find anything as step by step. except the blog from Pascal.

But my suggestion, please start using the blog from Pascal, if you stuck on some where we try to fix it out.

Jansi

Former Member
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Hi Reddy / Jansi,

I'm new to service desk, we are going to implimenting SLA and we struck on this part.

I have already gone through the PDF and blogs and follow the same, but still in my head doubt how to go further into system and what are the necessary settings are to be do, please do the needful if you have already configured, please share the step-by step doc.

And one more thing I could not able to open Pascal blog here --> SLAu2019s made easy in SAP Solution Manager

It is protected password, if you are already copied this doc, pls share.

Thanks in Advance

Jags

RajeevP
Advisor
Advisor
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have you checked this?

[Advanced Quick Guide for VARs Service Desk (Jan 2010) |https://websmp205.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000722612&_OBJECT=011000358700000122472008E]

/people/pascal.renet/blog/2009/08/05/slas-made-easy-in-sap-solution-manager

Rajeev

Former Member
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Hi rajeev,

Thanks for your reply. the images are missing in the blog

Thanks

RajeevP
Advisor
Advisor
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Hi Ananda,

I saw that, but sorry, I can't help with that.only the author can make the changes. But I believe the texts can guide you to an extend and the pdf will give you some detailed configuration steps too. As far as I understand, these are the only docs available for VAR Service desk.

Rajeev

Former Member
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Hi Rajeev,

I am new to this Service desk.can you please let me know "what is VAR Service desk".

My requirement is , we are setting up Service desk(SLFN) in customers solman system and need to SLA setup for this.

how is this VAR service desk different from the service desk(my requirement) mentioned above

Thanks

RajeevP
Advisor
Advisor
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Hi,

VAR- Value Added Resellers.

"SAP PartnerEdge Channel Partners are entitled to sell SAP Business All-in-One and BusinessObjects Software including maintenance*. They engage with SAP and their customers via a shared support delivery model. Within this shared support delivery model, Value Added Resellers take care of their customers while providing first and second level support and related maintenance services".

From SolMan 4.0 onwards, SLA is not part of the standard configuraiton for transaction type SLFN. Hence it will be difficutl to find any docs related to that. SAP supports SLA for VAR service desk only.

Rajeev

Former Member
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Hi

Value-Added Resellers (VARs) are SAP partners who are the first point of contact for their customers' service and support issues.

yor more details on VAR please refer here

[https://websmp205.sap-ag.de/Solutionmanager|https://websmp205.sap-ag.de/Solutionmanager] > in left panel SAP Solution Manager for Partners (LEFT) > Information for Service Provider > Setup Document

Jansi

Former Member
0 Kudos

Hi Thanks for the replies, so in that case i am not in the VAR scenario.

Can you sugesst me any alternates for settings up service desk with SLA in customer solman 7.0 EHp1 SP 24 system

Thanks