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ESCAL_010 - SLA Escalation Management

PERFORM Short Reference   ABAP Short Reference  
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In the service process, you can automatically monitor when dates that are defined in the SLA parameters are exceeded by making settings in Escalation Management. You can use Escalation Management to determine any deadline you want to monitor, and the subsequent processes you want to trigger when the deadline is exceeded.

The following information describes how to use the standard procedures delivered by SAP, and how you can use them to set up your own Escalation Management.

• Using the Standard Procedure:

Assign the Monitoring SLA Deadlines action profile to your service process item category in the activity Assign Action Profile to the Item Category.

Set up the RSPPFPROCESS selection report for performing the actions according to your requirements.

• Enhancing the Standard Procedure:

Enhance the action profile using your own action definitions. If you want to use your own Smart Form as an output medium, enter the name of the Smart Form in action processing and define the scheduling and start conditions for definition of the action.

Set up the RSPPFPROCESS selection report for performing the actions according to your requirements.

Note:

For more information about actions, see the RSPPFPROCESS selection report in the Action Monitor section.

You are using the SLA parameter First Response Time. The first response time in a service process was exceeded. The system automatically generates and sends an e-mail to remind the employee responsible about this process and provide him or her with the most important transaction data.

As an enhancement to this escalation, a second e-mail could be sent to the same person, or to a different person after a further period of time has expired.

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