Hi experts,
I would like to use SLA-Finding and Escalation of IT-Servicemanagement.
Therefore I've maintained the following customizing:
- Creating a Service and Response Profile
- Defined a SLA Determination Procedure
-- Therein I've maintained the Access Sequences:
--- 10 - 10 Organization Units
--- 20 - 08 Business partners
--- 30 - 11 Badi
Next I've linked our Support Team to the Response Profile and Activity Reasons with Scenario "Service".
However, when I create an Incident and the Support Team is added, the "Service Profile" and "Response Profile", which I've maintained to our Support Team, still will not be found.
What is the reason for this?
How can I analyze the error?
When I add the Profiles directly via Badi it works. But I want to link it from our Support Team.
Kind regards