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Function documentationService Level Agreement (SLA) Determination

 

You can use service level agreement (SLA) determination to assign the correct service profile and response profile to a service transaction, for example, service contracts and incidents. This ensures that the service team processes, for example, the incident according to the agreed SLA.

Integration

You can assign SLA information to the following master data in the Service Levels assignment block, unless otherwise indicated.

  • Products (defined as service products and identified as being part of a service contract)

  • Objects

  • Installed bases (IBase)

  • IBase components

  • Accounts with role Sold-To Party

  • Sales and service organizational units (Service Profile and Response Profile are added as attributes)

Prerequisites

  • You have defined SLA profiles on the SAP Easy Access screen under Start of the navigation path Service Next navigation step Maintain Availability and Response Times End of the navigation path(transaction CRMD_SERV_SLA).

  • For the master data to which you want to assign SLAs, you have assigned a service profile and a response profile in the Service Levels assignment block in the CRM WebClient UI.

  • You have defined an SLA determination procedure with an access sequence in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Next navigation step Define SLA Determination Procedures End of the navigation path. The access sequence tells the system where and in what order to find the appropriate SLA information.

  • You have assigned the SLA determination procedure to a transaction type in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Basic Settings Next navigation step Define Transaction Types End of the navigation path in the Customizing header for the transaction category BUS2000116 Service Process.

  • You can also use the Business Add-In for SLA Determination to define your own logic for determining SLAs. This BAdI can be found in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Service Requests Next navigation step Business Add-Ins End of the navigation path.

Features

SLA determination uses an access sequence to tell the system where and in what order to find the appropriate SLA information. The system finds the first source identified in the access sequence that has both a service profile and a response profile and assigns the profiles to the service transaction item. Examples of SLA sources include service contracts, service product items, and installed base components.

More Information

Service Level Agreements (SLA)