Multilevel Categorization and SLA response profiles.

[Former Member]

Greeting CRM experts.

First of all im new in CRM.

Setting up Solution Manager 7.1 based on CRM 7.0 We using same UI framework.

Question: I want create Category Schema for Incidents and want SLA calculate

"TodoBy" and "First reaction" based on prio + caterories chosen from my new Cat. Schema.

Can any one provie me step-by-step guide or at least say where i should start search for???

Regards

Dan

[former_member267545 · Accepted solution]

Daniyar

You need to maintain Service and response profile and assign to Organisation Unit.

Go to Easy Access Menu -> Service -> Maintain Availability and Response Times.

1) Define a service profile, maintain the rule (Factory Calendar, working rules etc.,)

2) Create a response profile, activate fields for the selection of response times. Select the fields that are needed (i.e) Priority/Category etc.,

3) Maintain indicator for response times and for each indicator maintain response times.

4) Go to PPOMA_CRM and assign these service and response profiles as ' attributes' to the relevant organisation units in the 'service'scenario.

Let me know if you need further details.

Many Thanks

Ravindra

[Former Member · Accepted solution]

Hi Ravindra

Thanks for response.

Steps 1-3 done. We are using product assigment to assing SLA to our Incidents.

Question is: when creating Categorization Schema in CRM WEB UI - Service Operations.

Assign Schema in Application area for my Incidents transaction type /catalog category

Next i need to maintaint this Schema in Response profile t/c CRMD_SERV_SLA

I choose Priority \ Catalog Subject \ CodeGroupSubj. \ Code Subject.

Here i want to see my Schema categories i created before.

But dont know where i should look for, i assume there must be corresponding subject in catalog subject.

Do i need assing my Schema in WEB UI to Subjects??

I need create my own subject profile or....

What should i do ?

Regardly

Dan

Edited by: Daniyar Kulmanov on Feb 14, 2012 5:45 AM

[Former Member · Accepted solution]

Hello Dan

The Schema categories you created in Web Ui will not be visible in transaction CRMD_SERV_SLA

.

But the Code in CRMD_SERV_SLA is linked with your schema category in Web UI. so you can assign Response profile to the combination of Catalog/Code group/Code .

Regards

Naresh

[Former Member · Accepted solution]

Hi Naresh

Thank you very much for answer.

I will try it tomorow.

Just a few moments to understand:

How can i see this link? after creating Cat. Schema do i need assing it to something?

If u can explain more detail it will be great!!

Regards

Dan

[Former Member · Accepted solution]

Hi Dam

Under your Categorization Schema in Web UI , you can create your categories.

Once you select this category,on the right hand side you will get assignment block 'General Data'. Where you can mention your Subject code/Catalog/code group create in SPRO(GUI).

Hope this is clear now.

Regards

Naresh

[Former Member · Accepted solution]

Yes its clear now!

And i did it!!

Very Thank You Naresh u saved my time and project.

Regards

Dan