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.
