Define Response And Service Profile

Response profile

It is used to defining the time you have to follow based on the priority, which task has to be performed and by whom.

You create a notification at 10.00. In the response profile, a time interval of 2 hours for the code "Call back customer" and a time interval of 4 hours for the code "Check whether technician is at customer site" are defined but if the priority is high.  Then if a customer reports a complaint at 10.00 then you have to call back within 30 minute this is the one you specify in the IMG of Response profile.

Area of Configuration:

IMG transaction Menu path: Plant Maintenance & Customer Service -> Maintenance and Service Processing -> Notification Processing ->  Response Time Monitoring -> Define Response Monitoring -> Define Response Profile

Transaction code for above menu path: OIME

Details of Configuration/changes: For e.g. ZSM-KBL Service Response created with priority SM.

As example, following Tasks area assigned for automatic determination with respective times.

- Call Back / Acknowledge (CBC)
Priority                 Time in Days
1                              1
2                              2
3                              2

- Communicate (CMM)
Priority                 Time in Day
1                              1
2                              2
3                              4

- Action (ACT)
Priority                 Time in Days
1                              2
2                              5
3                              15
 

Service profile

In this, it is based on the Priorities you have customize in the service profile. i.e. your service offering timings as example, from MON-SAT, 8.00 am to 5 pm etc. which you will assign to the service contract so the customer can check and call by the service profile.

Area of Configuration:

IMG transaction Menu path :  Plant Maintenance & Customer Service -> Maintenance and Service Processing -> Notification Processing ->  Response Time Monitoring -> Define Response Monitoring -> Define Service Profile

Transaction code for above menu path: OIMF

Details of Configuration/changes: As example, Service Profile ZSM Created for all working days and timing 0730 hrs to 1730 Hrs.
 

Assign Response Profile and Service Profile to Notification Types

Area of Configuration:

IMG transaction Menu path :  Plant Maintenance & Customer Service -> Maintenance and Service Processing -> Notification Processing ->  Response Time Monitoring -> Define Response Monitoring -> Response Time Monitoring for Notification Type

Transaction code for above menu path: OIM7

Details of Configuration/changes: As example, Response Profile ZSM and Service Profile ZSM assigned to all Notifications.

SAP PM Tips

See Also
PM Order Created Automatically

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SAP PM Forum - Do you have a SAP PM Question?

SAP Plant Maintenance Books
SAP PM Books - Certification, Interview Questions and Configuration

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SAP PM Tips and Plant Maintenance Discussion Forum

Main Index
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