Automatic assignment of Support Team based on processor

We have a help desk team creating Service Desk messages directly into SOLMAN (not from satellite system) using transaction NOTIF_CREATE and assigning processor. After they save the message, they open the message again in transaction CRM_DNO_MONITOR and change the Support Team manually based on the processor's Support Team. They are requesting if
the assignment of Support Team can be done automatically based on the processor assigned during creation of message and
when processor is changed/re-assigned after message has already been created.
I've read some suggestions in the blogs and forums that partner determination can be done by creating your own BADI.
So I've created a new BADI "Z_FIND_TEAM" (copied from BADI CRM_DNO_PARTNER_1) and commented the logic which derives the support team based on the rule in transaction PFAC, and replace this with my own logic of getting the processor's Support Team. Then I assign this to the action. When I tested the action during creation of message (NOTIFCREATE), the action failed to get the support team because the CRM documents (where I'm getting the processor) is not created yet at the time that the BADI is executed.
I also tested the same action (but I didn't schedule it to run automatically) during changing of message (in CRM_DNO_MONITOR). The action successfully assign the correct Support Team when I already saved the new processor before choosing the action.
But if I change the processor and do not save first before choosing the action, the support team of the old processor is assigned.
In both cases, I need to get the value of the processor in the screen and pass this to the BADI.
Can anyone help me how to pass the screen value of processor to the BADI.
Or do you have other suggestions on how I can automatically assign the Suport Team based on processor.
Thanks in Advance.
Regards,
Tess

Hi Ragu.
Thanks for your quick response.
I've already tried assigning some standard access sequence in the support team's partner determination although the assignment of the support team always returns with the BP of the top organization unit in our org chart that's why I tried using the BADI afterwards.
Our org chart is defined something like :
IMS Support Team org unit
      Help Desk org unit
           Person 1
      Functional Team org unit
           Person 2
      Technical Team org unit
           Person 3
I've tried access sequence like "Organizational Data: Employee for an Org. Unit" and "Organizational Data: Organizational Unit for a User", but when I test this the support team is always defaulted with the "IMS Support Team's" BP Number (the top org unit).
I'm not sure which access sequence I can use to assign the support team, for example, processor = "person3", the support team should be "Technical Team".
Or do I need to create my own access sequence?
I'm not familiar with these access sequence and not really sure how it works.
Thanks.
Tess

Similar Messages

Automatic determination support team based on own specs?

Hi,
Rule 13200137 to automatically determines a support team using some standard specs such as:
SAP Component
Catalog Subject
Category
Code Subject
Subject Code Group
Sold-ToParty Country
Transaction Number
Priority
etc...
how can I add other specs? We need to determine the support team based on data specified in the business partner, ie postal code. In other words, our support team depends more on geographical specs, than SAP componenents.
How can I add other specs in this rule? The function CRM_DNO_READ_PARTNER_WFRULE seems quire hard coded, so I was wondering how to do this?
thanks a million,
regards,
maggie

Hi dolores
I have configured service desk and determination of support message team,
Users can change status of service desk message trough B_USERSTAT Authorization object if the Actions are available regarding the ticket status
I like to set conditions, sou2026 if service message are assigned to BASIS TEAM only this group must change service message status or edit service message data
Thereu2019s any way to do this trough authorization objects?? B_USERST_T maybe ? combination of B_USERSTAT & B_USERST_T (activation) ?? Status profiles & Authorization key & transactions types, actions profiles??
Best Regards

Problem in assigning the support team automatically-PFAC_RESPO-13200137

Hi Gurus,
I am facing a problem in assigning the support team automatically.
In the transaction PFAC_RESPO , i maintained responsibilites with rule no. 13200137. I created criteria for determining partners.
when i simulate the condition @ PFAC_RESPO it is picking correctly the Support team. But when i created a messgae in satellite system, it is not assigning the support team automatically.
Could anyone highlight me with some inputs.
by
D.K.VIJAYABHASKAR

Hi,
In the rule definition and responsibility in tcode: PFAC_RESPO.
i have mentioned some of the Responsibility Specs, like client, installation number.Then when i simulate the condition (@ simulkate rule resolution) by entering the related details system picks the concerned support team.
But when i created message and checked, it is not picking any of the support team. Determination not happening.
I used the standard action profile SLFN0001_ADVANCED.
Action Definition : SLFN0001_ADVANCED_FIND_PARTNER (When message is created, find support team responsible)

Authorization for "Support Team" and "Message processor"

Dear colleagues.
In message edit screen in CRM_DNO_MONITOR I want to prohibit changes for "Support team" and "Message processor" fields for been cnahged.
I didnot find any authorizatiopn object,
Is it possible?
Regards
Vladimir Kogan

One way to achieve this is via partner dermination customizing. If you go to IMG then your can find something called Define Partner Determination Procedure under CRM -> Basic Functions. Here locate the relevant partner procedure, select it and double click on "Partner Functions in Procedure". Here you can for each partner function define if it is changeable after determination (flag/unflag the field called changeable).

Populate the Support Team based on the Message Processors Org Unit

We are using the Service Desk and using the SLFN transaction to create tickets.
At the moment we populate the Message Processor and Support Team fields manually.
Is there a way that when the Business Partner is entered into Message Processor field that the Support Team (Organizational Unit) that this person is a member of is automatically entered into the Support Team field.
When we setup the organization structure we have defined these relationships so is it possible to utilize this?
Thanks
Simon

Hi,
Pls check this blog..
Service Desk: Support team determination in Solution Manager 7.0
Pls assign pts.

Support Team in SolMan 4.0

Hello,
I am currently configuring Service Desk in Solution Manager 4.0. Is there a way to automatically assign the Support Team based on the component of the message from the satellite system? For example, the user created the message from SU01 in the satellite system which makes it a BC-SEC component message. Is there a ways such that the message is automatically assigned to Support Team BC in the Service Desk?
Thanks,
Regina

I followed the instructions on the link you provided except that of PPOMA_CRM as I haven't created an organization. What I did was go to PFAC_RESPO and maintained Std.object type AC, and Rule 13200137. I created a responsibility with SAP compononet specified as BC. Then, I clicked on "insert agent assignment" then chose "user" to assign a person so that all notifications with component BC will be assigned to this person. When I tested the rule, it was not working. I'm not sure if a condition should also be maintained for this.Can you advise me?

Service Desk: Support Team Assignment from User not in a Support Team

I am working on configuring the Service Desk and all has been going pretty well until now.
The issue surrounds automatic assignment of Support Teams when a ticket is submitted.
In cases where people assigned to the org structure (PPOMA_CRM) submits a ticket, the support team is assigned correctly (via Rule 13200137 in PFAC_RESPO), but when an end user submits a ticket, it doesn't assign a Support Team.
I have not assigned end users to the org structure because they are not part of the support team and have been using PPOMA_CRM to only establish the support org structure.
So the question is what am I missing to configure SolMan 7.0 so tickets from general users are assigned to the appropriate support team?
Thank you,
Brian

Brian,
It sounds like you did not maintain the identification tab with the ibase for the end users. You have to list every system a user can create tickets for on their identification tab in the General Partner role.
It should look something like:
<system ID> <identification number> <client> <userid>
DEV 1234567890 100 BSMITH
QAS 1234567890 100 BSMITH
PRD 1234567890 300 BSMITH
the very left field's value should be CRM001 for all three.
You do not have to fill out the employee role for end users for the functionality you desire.
regards,
Jason

Service Desk - assign support team according to call status

Dear SolMan Service Desk experts,
We have copied the standard Service Desk transaction type to an own transaction type, and have adapted the transaction type and created a customer specific status profile.
Now we want to find out how it is possible to assign a "support team" depending on the status. This means e.g.
when the status is set from "In Process" to "Approved" a different support team "Basis" should be assigned automatically.
when the status is set from "Approved" to "Escalated" a different support team "EscalationMgrs" should be assigned automatically.
This is different to the usual and well know support team determination after call creation.
Q: Is this possible with the PPF and the actions provided in standard?
Q: What needs to be done to implement support team assignment by status?
Q: Is there a description available to achieve the desired result?
Unfortunately I did not find the needful in notes 616946 and 1512895, and also the PFAC rule 13200137 seems not to be helpful as the STATUS is not available in the Container, and as it seems once a support team is assigned the rule does not change the support team anymore. Is that correct?
Best regards,
Peter

Hi Ram,
here are the points to be done, when setting up the automatic support team determination in your Solution Manager system:
You will have to set up your organizational model by using the transaction PPOMA_CRM. Make sure before, that in table T77S0 the value for HRALX HRAC is set to "X", otherwise no Business Partners will be assigned in your org structure!
Then you will have to set up your finding rules by using the transaction PFAC, using the rule AC13200137. When ready, you can simulate rule checking if it is working. The determination is working by using the SAP component.
To the different message numbers taken, when creating a new message: Depending on the way, how the message is created (through the Help-function or using the ta NOTIF_CREATE, resp. CRMD_ORDER) the sequence of creating the two parts of the message (a message in your SolMan system consists of a Basis/ABA-message and a CRM-message) is different. If you create a message via Help, the Basis-message is created first and the number range of the Basis messages defines the number for your message. On the other hand, if you create your message by using NOTIF_CREATE, the CRM-part is getting set up first, so the number range (to be maintained with the ta CRMC_NR_RA_SERVICE) for the CRM messages defines the number for your message.
I hope this short explanation helps you,
regards
Csaba

How to determine the Support Team from Reported-by?

Hi All,
We need to determine the support team based on reported-by.
I have concluded it is only possible by customization of developing ZBADI from these threads:
Re: How to determine the Support Team from the Reported by?
Automatic determination support team based on own specs?
Re: Route tickets based on Message creaters's location
So we have created ztable which has relation between SAP component, Reported-by and Support Team.
Now i need to develope a ZBADI and assign to the action definition SLFN0001_ADVANCED_FIND_PARTNER(i hope).
Can anyone help me out with the piece of code. Because i don't which FMs to be called for read and update the support desk message.
Note: Action definition SLFN0001_ADVANCED_FIND_PARTNER uses method call Z_CRM_DNO_PARTNER_1(which is a copy of CRM_DNO_PARTNER_1 and applied some correction as per note: 1041455).
Thanks in advance.
Regards
Sanjai

closing this thread.

Incident created in ITSM should have one Support Team by default.

Hello Experts,
We have Implemented ITSM Incident Management. We have following requirement, Can anyone please suggest how we can achieve it.
Whenever there is any Incident Created in Solution Manager Incident Management, we want a Support Team say "ABC" to be selected by default.
Is there any way to do so?
Thanks,
Rakesh Bhor

Hello Rakesh,
There are different possibilities how the determination of business partners to different partner functions can be set up. Different in regards to criteria and determination mechanism.
E.g. when creating incidents, the support team can be determined automatically.
You can start configuration via SOLMAN_SETUP - IT Service Management – 5 Perform administrative tasks - 5.2 Create Organizational Model -> activity Determine Support Team
For the initial support team determination in an incident two alternative possibilities are offered within the standard. Both alternatives can be defined in a respective IMG activity. here the path:
SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Capabilities (Optional) -> IT Service Management -> Support Team ->… 
via Responsibilities (PFAC)
Triggered by the standard action <action profile name>_FIND_TEAM_SEND_EMAIL with rule AGS_ICT.
In the rule e.g. it can be defined (transaction PFAC) which service team is responsible for which SAP component.
BRFplus
Triggered by the standard action <action profile name>_FIND_PARTNER_FDT.
In the Business Rule Framework plus (BRFplus) rules can be defined to assign a support team to an incident automatically.
E.g. based on criteria like SAP component, region or country, …
The SCN Wiki site Support Team Determination via Business Rule Framework plus (BRFplus) provides a detailed description about how to set up a partner determination using BRFplus at the example of support team determination. Beside that also the Support Team Determination via Responsibilities is shortly described: http://wiki.scn.sap.com/wiki/display/SAPITSM/Support+Team+Determination+via+Business+Rule+Framework+plus.
best regards
Jens

SolMan 4.0: Support Team determination via Access Sequence not working

Hi,
from all the documentation I've read I got the following understanding for automatically determination of Support Team via Access Sequence (well, for one possibillity at least):
- Maintain Sold-to-Party in IBase IB52, especially country attribute. DONE
- Maintain Organizational Structure in PPOMA_CRM and create Org. Units, Business Partner No. get assigned automatically. DONE
- The Organizational Unit "Support Team" has the same country attribute as the Sold-to-Party and was marked "Obj. Permitted in Determination". DONE
- In IMG under SolMan -> Sc.-Specific Settings -> Partner Det. Proc. -> Def. Partner Det. Procedure select Procedure "SLFN0001" -> Partner Functions in Procedure -> Select "Support Team" -> Details, in block "Partner Determination" under "Access Sequence" select "Organizational data: Support Team by org. model". DONE
If I now create a support message in a satellite system the Support-Team will NOT be assigned. Instead if I have a look into transaction data of the message under tab "Actions" there is an entry "When message is created, find support team responsible" with processing parameters RULE AC13200137, PARTNER_FCT SLFN0003.
This makes absolutely no sense to me, why is the determination rule 13200137 used (which contains no entries at the moment) instead of the assigned Access Sequence?
Am I missing something?
Regards,
Marco Kipka

Hi,
no hint for solving the problem?
This is getting quite urgent, since I'm working at a customers site and try to implement the describted scenario.
Regards,
Marco

Business Partner (Support Team) is not specified

Hello Gurus,
I am getting the above error. Is there anyone who faced the same issue? Please let me know how can I solve the issue. I will really appreciate.
Thanks!

Hi Nabi,
You have to check for SLFN transaction type in spro,
For field -
org data profile is something is assigned/not
if it is remove this value if you don't want to assign any support team automatically.
But in case if you need to make Support team derivation automatic then you need to make some setting like creation of rule and rule determination from spro.
Please reward points for the same if it helps.

Support Team Determination

Hello,
I've seen the blog for the Support team determination. But still i'm not getting the support team in my message. But when I use through IBase, i can able to get the partner. It wont be help for multiple cases.
So, can anyone guide me what else i need to do for getting the support team and message processor in my messages ??
Regards,
JMB

Hey Senthil,
I will give you an hint for doing this, you can achieve this, however the Rule in PFAC will not Support this..So that Rule need not be implemented.
Follow:
1) Maintain a Ztable for region and Support team Mapping
2) The Imlement Order_SAVE BADI to suit your requirement.
Following Function Modules would be helpfull.
CRM_ORDER_READ_OW to get the "reported By" BP.
BUPA_ADDRESS_GET_DETAIL to get the Region of the reported By
I would have designed the whole code for , but spoonfeeding would do no good.
Get in touch with CRM Team for implementing this..
Reward points for usefull answer.
Regards,
Anand.

Succession Planning - Support team roles and functionalities

I'm looking for clarification about the role you can assign to a member of a support team for a requisition (object NB)
In Succession Planning (E-recruiting) when you create the succession plan (requisition Object NB) you have to define the support team; persons authorized to process the succession plan.
When you assign a new member to the support team of a requisition you have to specify the role. In the standard there are two roles "Restricted Succession Planner" and "Succession Planner". The first role does not have the authorization to approve a requisition (object NB).
How the role assigned in support team works?; is it related to rights and authorizations in processing a requisition?
For example can I manage the following scenario: the same user has different roles for different requisitions; for example "restricted succession planner " for NB 00000001 and at the same time the role "succession planner" for object NB 00000002? does it mean that the user will not have the authorization to approve NB00000001 but he will have the authorization to approve NB00000002?

Hi,
the role assignment in the requisition maintenance (no matter if e-recruiting or the old succession planning part in e-rec available till 600 EhP3) is a purely logical or business view. It has nothing to do with the authorization of the user for this object.
The posiblity if you can approve a requisition is defined by the authorization roles only, which have nothing to do with the support team roles. So no matter which support team role you have, if your authorization is wide enough you can do everything with the requisition.
It would not make much sense to link the authorization to the support team. As you can define the support team when you are in the requisition maintenance you could always change your support team role to bypass these checks for approval.
So unfortunately the your scenario is not possible (even some really ugly hacking with context authorization would probably not work because of the authorization buffes and in a business view due to the point mentioned above.).
The support team roles are for documantation purposes who is supposed to do what in the requisition handling and can be used for some technical controling of functions like workflows or printing. So different support team roles are not completely useless.
Best Regards
Roman

Talent Group and Support Team

Hi.
To my understanding only Talent Management Specialists (TMS) assigned as members of the support team for each Talent Group shall be able to maintain the Talent Group. This is an important function we need so that TMS can't delete another TMS Talent Group by mistake.
However in our system any TMS can access and edit/delete any Talent Group regardless if they are assigned as support team member or not.
Are there any settings we might have missed?
We are using the SAP standard role (well a z-copy of it).
/Mauritz

Hi,
I have the same requirement as Mauritz, i.e., the Talent Group should only be available for the persons in the Support Team. This applies to both Manager and Talent Managment Specialist. So the TMS should only be able to modify and nominate candidates for own Talent Groups and other groups where he/she is assigned as member of the Support Team. The Manager should only be able to nominate candidates in Talent Assessment if the manager is in the support team (ideally, as an altenative, the manager should be able to nominate talent for talent groups created by the talent manager of his/her organization, but I don´t expect SAP to provide such a sophisticated option).
I have tried to use restricted Manager roles, but the manager can in my scenario nominate for talent groups even if the manager is not in the support team. Similar, as TMS, I can edit the Talent Groups created by other TMS, even if I am not in the support group.
Have any of you found an easy way of restricting access to talent groups without creating a structural authorization profile for each of them? We are implementing this application on a global scale, so it is important to be able to create both local and global talent groups.
Any input on this matter would be appreciated.

Automatic assignment of Support Team based on processor

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