3448903 - BTM Tasks are Not Being Created to Notify the Processor of the Service Request or Service Order That the Due Dates are Overdue

The BTM task is not being created to notify the processor of the documents when the Due Dates of a Service Request or Service Order document is overdue.

SAP Business ByDesign

1. Go to the Service Desk Work Center.
2. Select the Service Requests View.
3. Select New button.
4. In the dropdown, Select New Service Request.
5. Fill the mandatory fields.

When any of the Due Dates are expired, no BTM task is created to notify the Processor.

The BTM tasks are not created because the Service Level and Service Level determination were not maintained in the system in order to notify the processor when any of the Due Dates are expired in a Service Request or Service Order document.

Kindly follow the below steps in order to review and properly set up the Service Level and Service Level determination for the Service Request or Service Order document:

1. Select the 3 checkboxes for the Business Task Management for Field Service and Repair 

1. Go to the Business Configuration Work Center.
2. Go to the Overview View.
3. Search for Business Task Management for Field Service and Repair.
4. Select Open Button.

 In the Due Date Escalation for Service Orders (3) section, mark the checkbox for the following options:

- Arrival at Customer Overdue: Check Service Order <Identifier of the Service Order>, <Name of the buyer party>, <Identifier of the Service Level Objective>
- Completion Overdue: Check Service Order <Identifier of the Service Order>, <Name of the buyer party>, <Identifier of the Service Level Objective>
- Initial Response Overdue: Check Service Order <Identifier of the Service Order>, <Name of the buyer party>, <Identifier of the Service Level Objective>

These are required to be selected in order to create the BTM task for when any Due Date are Overdue. 

2. Create a Service Level in the system

1. Go to the Service Entitlements Work Center.
2. Go to the Service Level View.
3. Select New Button.
4. In the dropdown, Select Service Level.
5. Fill the mandatory field in the General tab.
6. Navigate to the Reactions Times tab.
7. In the Milestone section, Select Add Row button.
8. In the Details for Milestones section, Select Add Row.

In this sections, it will be possible to define which Milestone will be created, determine the document in which the Milestone will be applied and also determine the times for each Milestone based on the priority.

The following Milestones will be available:

- Due Date for Arrival at Customer
- Due Date for Completion
- Due Date for Initial Response

The Milestones can be applied for Service Orders or Service Requests documents.

Note: If the Processor of the Service Order or Service Request document is required to be notified when the Due Dates are overdue, then it will be required to fill the checkbox 'Alert When Overdue'.

In addition, to properly set the Service Level in the system it will be required to fill the information of the Operating Hours tab. 

After all the information is properly maintained, the Service Level can be saved and activated in the system.

3. Set the Configuration in the Determine Service Levels common task

1. Go to the Service Entitlements Work Center.
2. Go to the Service Level View.
3. Select the Determine Service Levels common task.
4. Select Add Row button.
5. In the Service Level column, Select <Add>.
6. In the Enter Value field, select the Service Level ID created.
7. Select Ok.
8. Select Save and Activate.

The Service Level created should be applied for the new Service Order or Service Request documents, according to the type of document that was previously maintained during the Service Level creation.

In the Determine Service Levels common task, it is also possible to set the parameters which will be entered in the document that can determine Service Level. This can be configure in case different Service Levels are needed in the system.

After all the above configuration is set, the BTM task should be properly created in the Inbox View to notify the processor when any of the Due Dates are expired in a Service Request or Service Order document.

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