SLA management by multilevel categorization doesn't work

[Former Member]

Hi all.

We are using SAP SM 7.1 SP5.

I am configuring SLA management by multilevel categorization.

I have two service products - Investigation (service profile A, response profile B1) and MLC_Prod1 (service profile A, response profile B2).

Service product MLC_Prod1 is assigned to a category XYZ.

So the standart logic should be - if I create incident with category XYZ, then service product MLC_Prod1 should replace Investigation and update service/response profiles accordingly as it said in SLA configuration guide: "In case that a category with an attached Service Product is selected during incident creation process then this Service Product will replace the hardcoded Service Product “Investigation” and SLA will be changed accordingly."

But in my system it doesn't happen. Even if I choose category XYZ during incident creation - service product Investigation is used.

Looked for some notes, but didn't find any suitable. Need your help.

Best regards,

Artem

[Former Member · Accepted solution]

The problem was resolved.

It was a customizing problem: in SPRO -> ... -> Multilevel Categorization -> Assign Transaction Types to Catalog Categories check box in column "Item Determination" should me marked: