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

Similar Messages

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

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.

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

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?

In sm_crm automatically populate service and response profiles based on support team

Hi All,
i have a requirement that in SM_CRM transaction while creating a incident user wants to automatically populate service and response profiles based on support team name.
i have checked for BADI's but dint find any which automatically populates service and response profiles at the time of creation of the ticket.
Kindly help!!

Hi Shaswat
This doesn't work as mentioned in the wiki page and SLA doesn't get determined by the org unit or support team via customizing.
We reported this to SAP and got a feedback that this is not supported and will be removed in future from the access sequence.
Therefore the only option is to implement badi i.e. crm_sladet_badi and use BADI determination in ur acess sequence to call this badi.
hope this clarifies
Thanks
Prakhar

Support team determination based on message creators - how to

Hello, dear experts,
I try to implement the following scenario:
We have several user groups with numerous users (they create messages).
Support team needs to be determined based on the user group. How can we implement this?
Standart decision with rule AC13200137 seems not applicable in that case. I try to do it with org. structure: create org. unit corresponding to user groups, assign business partners/users to them but I don't know what access sequence can I use for this (in Partner Determination). Could you give a piece of advice about this scenario?
Any help is really appreciated.

Hi Remy
I have configured service desk message and determination of message support procesors
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)

Service Desk: Support team determination - Action Logs error

Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
"Processing CRM_DNO_PARTNER_1 Is Started"
"Action could not be successfully executed".
Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
Can anyone give me a hint, what I did wrong.
Thanks in advance,
Thomas

Hi Thomas,
When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
- Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

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

How to determine the Support Team from the Reported by?

Hello Everyone,
I am working with Solution Manager 4.0 and I want to use Automatic Partner Determination in Service Desk. My employer wants the Support Team (SLFN0003) to be determined by the Reported by (SLFN0002).
There are already parts of the Automatic Partner Determination that work, like determining the Sold-to Party from the IBase component. Because of that I believe the customizing leading to a correct Partner Determination Procedure is working. But somehow I cant seem to get the determination of the Support Team from the Reported by to work. Hopefully someone can help me on this matter.
Thanks in advance!
Best regards,
Michael Sital

method if_ex_order_save~check_before_save.
data gs_status type zsmgl_status.
data lt_tguid type crmt_object_guid_tab.
data lt_orderadm_h type crmt_orderadm_h_wrkt.
data lt_status type crmt_status_wrkt.
data ls_status like line of lt_status.
data lt_partner type crmt_partner_external_wrkt.
data ls_partner like line of lt_partner.
data lt_partner_h type table of crmt_partner_com.
data lt_partner_h1 type crmt_partner_comt.
data ls_partner_h like line of lt_partner_h.
data ls_field_names type crmt_input_field_names.
data lt_field_names type crmt_input_field_names_tab.
data lv_logical_key(42) type c.
data lt_input_fields type crmt_input_field_tab.
data ls_input_fields like line of lt_input_fields .
data gt_partner_h type crmt_partner_external_wrkt.
data gs_partner_h like line of gt_partner_h.
data lt_cjest type table of crm_jest.
data ls_cjest type crm_jest.
clear lt_status.
clear lt_partner.
clear lt_orderadm_h.
insert iv_guid into table lt_tguid.
call function 'CRM_ORDER_READ'
    exporting
      it_header_guid       = lt_tguid
    importing
      et_status            = lt_status
      et_orderadm_h        = lt_orderadm_h
      et_partner           = lt_partner
    exceptions
      document_not_found   = 1
      error_occurred       = 2
      document_locked      = 3
      no_change_authority = 4
      no_display_authority = 5
      no_change_allowed    = 6
      others               = 7.
if sy-subrc = 0.
Get in only if status is changed to Inprogress.
    clear ls_cjest.
    select single * from crm_jest into ls_cjest where objnr = iv_guid and inact = ' '.
    if ls_cjest-stat = 'E0010'.
      read table lt_status into ls_status with key status = 'E0002'.
      if sy-subrc = 0.
Read Status from Intermidiate Table.
        select single * from zsmgl_status into gs_status
                                 where guid = iv_guid
                                 and   stat = 'E0002'
                                 and   inact = ''.
        if sy-subrc = 0.
make copy to _h table
          loop at lt_partner into ls_partner.
            move-corresponding ls_partner to ls_partner_h.
            append ls_partner_h to lt_partner_h.
            clear ls_partner_h.
          endloop.
          loop at lt_partner_h into ls_partner_h where partner_fct = 'SLFN0003' or partner_fct = 'SLFN0004'.
            case ls_partner_h-partner_fct.
              when 'SLFN0003'.
                ls_partner_h-ref_partner_no = gs_status-partner_number.
                ls_partner_h-partner_no = gs_status-partner_number.
                modify lt_partner_h from ls_partner_h transporting ref_partner_no partner_no.
                clear ls_partner_h.
              when 'SLFN0004'.
                if gs_status-bu_partner is not initial.
                  ls_partner_h-ref_partner_no = gs_status-bu_partner.
                  ls_partner_h-partner_no = gs_status-bu_partner.
                else.
                  ls_partner_h-partner_no = ' '.
                  ls_partner_h-ref_partner_no = ' '.
                endif.
                modify lt_partner_h from ls_partner_h transporting ref_partner_no partner_no.
                clear ls_partner_h.
            endcase.
          endloop.
        endif.
        lt_partner_h1[] = lt_partner_h[].
        loop at lt_partner_h1 into ls_partner_h where ref_partner_fct = 'SLFN0003' or ref_partner_fct = 'SLFN0004' .
          clear ls_field_names.
          ls_field_names-fieldname = 'PARTNER_FCT'.
          insert ls_field_names into table lt_field_names.
          ls_field_names-fieldname = 'PARTNER_NO'.
          insert ls_field_names into table lt_field_names.
          ls_field_names-fieldname = 'DISPLAY_TYPE'.
          insert ls_field_names into table lt_field_names.
          ls_field_names-fieldname = 'NO_TYPE'.
          insert ls_field_names into table lt_field_names.
          ls_field_names-fieldname = 'KIND_OF_ENTRY'.
          insert ls_field_names into table lt_field_names.
          ls_input_fields-ref_guid    = iv_guid.
          ls_input_fields-ref_kind    = 'A'.
          ls_input_fields-objectname = 'PARTNER'.
          ls_input_fields-field_names = lt_field_names.
          lv_logical_key = '0000'.
          lv_logical_key+4 = ls_partner_h-partner_fct.
          lv_logical_key+12 = ls_partner_h-partner_no.
          lv_logical_key+28 = ls_partner_h-ref_display_type.
          lv_logical_key+30 = ls_partner_h-ref_no_type.
          ls_input_fields-logical_key = lv_logical_key.
          insert ls_input_fields into table lt_input_fields.
        endloop.
        call function 'CRM_ORDER_MAINTAIN'
          exporting
            it_partner        = lt_partner_h1
          changing
            ct_input_fields   = lt_input_fields
          exceptions
            error_occurred    = 1
            document_locked   = 2
            no_change_allowed = 3
            no_authority      = 4
            others            = 5.
      endif.
    endif.
endif.
endmethod

Auto-email Support Team after team determination (new message)

Hi everyone, I know this topic has been discussed on SDN a lot, but it is still unclear how one gets the auto-email working when a new message arrives in the Service Desk. We are currently on SSM 7.0 EHP1, and I have gone through note SAP Note "1041455 -Partner dependant actions are not executed". So, here is what I have done so far:
- with note 1041455, I copied the CRM_DNO_PARTNER_1 method to ZCRM_DNO_PARTNER_1 and edited the code as described, then assigned it to the Action Definition SLFN0001_ADVANCED_FIND_PARTNER (I removed the old CRM_DNO_PARTNER_1 method).
- in SPPFCADM, I used the Action Profile SLFN0001_ADVANCED with Action Definition SLFN0001_ADVANCED_FIND_PARTNER for the Support Team finding, which works. I even set this one to Immediate Processing.
- then I copied Action Definition SLFN0001_ADVANCED_STATUS to ZSLFN0001_ADVANCED_STATUS and made it Partner Dependent on SLFN0003 (Support Team), Schedule Automatically (and I have tried most of the Action Merging options). Start Condition is "When saving document". Under Processing Types I used the Smart Forms Mail type.
- Then, under Conditions for the Action Profile SLFN0001_ADVANCED I added the ZSLFN0001_ADVANCED_STATUS action and set the Start Condition to "&CRM Service Process.User Status& = E0001SLFN0001". So the status should be New.
Now, whenever I create a Service Message from satellite system, the message gets created, the Support Team is determined but no email is sent to the Support Team. When I open the message and click on Change, then only does the auto-email action list under the Actions tab. Only when I saved the message does it actually send the email.
So can anyone please help in getting the email sent to the Support Team right after the message gets created and the Support Team gets determined? Your help would be much appreciated!

Hi Michele,
At last, i made this one working by changing the action SLFN0001_ADVANCED_FIND_PARTNER to "Immediate Processing". Try to check this standard action, you will see that it was set to "Processing when saving".
Create a new action profile like Z_SLFN0001_ADVANCED_FIND_PARTNER (copy SLFN0001_ADVANCED_FIND_PARTNER then set to "Immediate Processing") then change the sort order in a way that it is lower than the standard one. Remeber to set also the Condition Configuration (Just copy the condition of standard SLFN0001_ADVANCED_FIND_PARTNER).
Next, create the action profile that will send the email notification with "Immediate Processing" also. Assign a sort order higher than the number you assigned to Z_SLFN0001_ADVANCED_FIND_PARTNER.
Try this one. It works on our system.
Please send back if you have questions.
Thank you,
Ice
Edited by: Maricel Villagra on May 6, 2009 3:17 AM

How to determine the support team in service ticket

Hi all,
can u guide me how to determine the support team in service ticket,
when ticket is created from customer system.is there any another way other than organizational structurel settings.
Thanks and regards,

Hi Venu,
You can get it done by development to determnie the support team , other tan org model settings
1.Develop the z table which will allow to maintain Sold to Party, Component, Support team
2. Implement the Badi for which will read the sold to party and component from the ticket and look in to ztable and fetch the corresponding support team and audate the support team feald in ticket.For this to take help of ur Abaper
3. For this to call the BADI have to confgure the actions with method call.
If u have any query revert
Regards,
Basha.

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.

Automatic determination support team based on own specs?

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