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SOLMAN_SDESC_SETUP - Set Up SLA Escalation

SOLMAN_SDESC_SETUP - Set Up SLA Escalation

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Configure Solution Manager Incident Management for SLA escalations. SLA escalation is set up by default. You can change the default settings or deactivate SLA escalation.

Configure profiles for your availability and reaction times, and assign them to a determination procedure. Specify non-relevant customer times from the user status.

You have performed the basic configuration of your Service Desk.

SLA escalations require a valid factory calendar. Generate it in the transaction SCAL.

Perform the following steps to finish setting up SLA escalation:

  1. Create the SLA profile under "Edit Availability and Reaction Times".
  2. Configure the SLA profile determination under "Specify SLA Determination Procedure".
  3. Specify the times to be recalculated when the status changes, under "Specify Duration Settings".
  4. Identify non-relevant customer times in the step "Specify Customer Time Status".
  5. Schedule a periodic background job to give incidents the status 'Warning' or 'Escalation' if they exceed thresholds.
  6. You can deactivate SLA escalation.






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