Service/Response Profile without Contract

[johan_vanzijl]

We are currently using the Service and Response profile to calculate the First Response and Todo by dates in a service ticket(using CRM 5.0).

The Service and Response profiles are determined off a dummy service contract provided by badi CRM_SERVICE_CONTRACT.

The problem is that due to the number of service tickets linked to a single contract we are running into some performance issues. I heard that the CRM-On-demand solution determines the Service and Response profile directly without a contract and we would like to determine ours in the same way.

However, I can't find an easy way to achieve this. I would like to know if anyone has done this before, or would know how to accomplish this?

Many thanks

Johan

[Former Member]

Hi,

You can do this

Crete a dummy service product , default it into your service ticket (standard BADI is available for this).

Now, add the set type for response profile and service profile in the Product ( for this you will have to go to the product heirarchy and copy the set types of Contract product into the service product) once this is done go to the product master (commpr01) and add the service and response profiles.

User easy access menu

Maintain the response and the service profiles

This will solve your issue.

Hope it helps

Regards

Raj

[johan_vanzijl]

Thanks Raj,

I have already done that. I created Dummy Product, Service Profile, Response Profile and Service Contract.

We are currently using a single service contract for all service tickets created in the WebClient. This contract is being determined by a badi. The SLA dates are calculated correctly.

However, due to the large amount of document flow entries on the one service contract, we are starting to experience performance problems in some areas(i.e Interacting on a Service Ticket in the Inbox).

I want to change this so that we determine the Service and Response Profile without a Service Contract. Even if this involves some enhancement.

Is there anyone who knows how this can be done?

Regards

Johan

[Former Member]

Hello,

I was wondering if a solution has been found for this issue, because we are experiencing the same issues as described bij Johan. The only difference being that we use CRM 2007 instead of 5.x

Kind regards,

Jeroen

[Former Member]

You can use the same methodology with more than one service contract. Based on you performance issue level, you can create 1 contract for every month (copying it with differen validity periods)

Or if you still have the problems, try contract / week. (you can automate this with reports + jobs)

BR,

Cenk Sezgin