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CRM_SRCL_RSPF - Define Processing Time Response Profile

ABAP Short Reference   CPI1466 during Backup  
This documentation is copyright by SAP AG.

In this activity, you define the target durations that you want to control by the processing times. You define the target durations that you have agreed with your customers or that reflect what you want to achieve in your organization. In master data maintenance, you can assign the response profiles to the SLA Sources such as service contracts, reference objects, business partners (sold-to party), or organizational units.

Example

You want to define the following response times that you have agreed with your customer:

• The maximum time that can pass between the request of a service and the initial start of working (initial response time) on incidents with priority high.

• The maximum time that can pass between the request of a service and the delivery of the service (maximum response time) on incidents with impact high.

Note

In IMG activity Define Response Time Determination Procedure, you can define the sequence in which the system should check the SLA sources to determine the response profile to be used for a specific processing time in a service request.

You can define defaults that are to be used if the system cannot determine any service profile. You can assign the defaults to the processing time in addition.

You can define different planned response durations depending on certain attributes such as urgency, impact, or priority.

Example

For incidents with priority 1, you define a planned response duration of 4 hours. For incidents with priority 2, you define a planned response duration of 8 hours.

If the Customizing options for the response time determination do not meet your requirements, BAdI CRM_SLADET_BADI - Business Add-In for SLA Determination enables you to implement your customer-specific target value definition.

• You have defined the impact, urgency, and priority in Customizing activity Define Impact/Urgency/Recommended Priority.

• If required, you have defined a multilevel categorization in the categorization schema (for example, with standard role IC_MANAGER).

1. Define the response profile.
2. Select the attributes that you want to use to create different planned response durations. Only the selected attributes will be available for input in the next steps.
3. Select your entry and choose folder Assign Response Times to Response Profile.
4. Define the planned response durations for the different attribute values.

Fill RESBD Structure from EBP Component Structure   Vendor Master (General Section)  
This documentation is copyright by SAP AG.

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