Example: Automatic Determination of Tasks (SAP Library

Example: Automatic Determination of Tasks

A customer service department is available, for example, at the following times:

Service Profile

Counter

Days

Times

Response Profile

1

Monday - Friday

08.00 - 20.00

Local office hours

2

Thursday

20.00 - 22.00

Local office hours

3

Saturday

09.00 - 13.00

Local office hours

The response profile "Local office hours" contains the following codes and time intervals:

Response Profile "Local Office Hours"

Priority

Code

Description

Time Interval

2

PHON

Call customer back

30 minutes

2

ONSI

Service technician on site

2 hours

1

PHON

Call customer back

15 minutes

1

ONSI

Service technician on site

1 hour

The following tasks result:

If a customer submits a notification with priority 2 (medium) at 12.00 p.m. on Saturday, you must call back within 30 minutes for an explanation of the problem, since this is agreed for the response profile in the contract. Therefore, you must have called back by 12.30 p.m. on that Saturday.
If a technician has to be sent to the customer site, they must be there by Monday at 9 a.m. at the latest.
If the notification has priority 1 (high), you must call back within 15 minutes of receiving the notification and the service technician must be at the customer site an hour later.

Note

The times defined cannot exceed the daily limit. If you have to define times, which exceed the daily limit, define them, for example, as follows:

00.00 - 08.00
08.00 - 20.00
20.00 - 24.00

Counter	Days	Times	Response Profile
1	Monday - Friday	08.00 - 20.00	Local office hours
2	Thursday	20.00 - 22.00	Local office hours
3	Saturday	09.00 - 13.00	Local office hours

Priority	Code	Description	Time Interval
2	PHON	Call customer back	30 minutes
2	ONSI	Service technician on site	2 hours
1	PHON	Call customer back	15 minutes
1	ONSI	Service technician on site	1 hour