Can we re-route to Substitue Message processor

In our scenario, our manager gets the alerts for the incidents being assigned to our team and she re-routes them to the developers. Now, in her absence, is there a way or a setting to re-route the alerts in SM to another team member
Edited by: kiran dasari on Mar 31, 2010 8:54 AM

Hi
in solman_workcenter and incident management tab
check ther is a option called My SUBSTITUTE under Common Tasks thus you can assign for her absense that person as a SM manager
Hope it solved ur problem
Regards
Prakhar

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Hi Experts,
I have a requirement to remove the stated Message Processor, when the incident / Service Desk ticket is being saved using a particular status (Eg: Sent to Level 1).
Appreciate if someone can guide me how this can be done (whether using simple PPF (tcode SPPFCADM) or we are forced to use BFR+
Thanks in advance
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The solution is here
SOLMAN 7.1 CRM UI - "Reported By" Empty
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Multiple Message Processors in IB52 for partner determination rule 13200137

Hello Experts,
Can anyone please help me out in one of my issues? I am configuring service desk wherein I need to have only one layer of support team. One consultant for each module. I am using SLFN0001_ADVANCED. I am using rule 13200137 for partner determination. I am using IBASE for determining the message processor.
While determining automatic message processor, IBASE is not allowing more than 1 Message processor. So, all the messages created are getting allocated to single message processor only.
In TRN PFAC, rule simulation for the rule 13200137 is working fine, as per the Org model defined in TRN ppopma_crm.
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Hi Deepak,
Hope, you are trying to assign more than one partner Function (Message Processor) to a service Desk Message. In such case, check for the max limit of partner function allowed for Message processor in the Partner Determination Procedure in your Transaction Type (SLFN).
The partner function category for the Message Processor Partner Function is Person Responsible. You may face issues in assigning more than one partner function of the same partner function category in a Transaction; If so, kindly refer to sap note 844503.
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Default Sold To Party and Message Processor on a Message

Hi All,
I have 2 questions on here regarding Service Desk.
I have set a BP as Sold To Party in tcode BP and maintain its address. In IB52 transaction I already set the respective BP as sold party to all satellite system. Somehow when I create the message, and open the created message from service desk, the Sold To party field is still blank. What did I miss here ?
Second, with PFAC_RESPO I've assigned an users as default support team for based on message component. But this setting only for set the default Support Team in the message, not the message processor. How do I set the default message processor ?
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hi,
this is depending on what you want to set-up (every company has his own strategy)
in big company you want to assign the support team only and let the agents pick-up message for their team, in smaller you might want to assign the processor also
if you want to assign support team based in IBASE component you need to continue like you need
but you need to add the SLFN0003 in your IBASE profile
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Master data
Installed base
Assign partner determination procedure
go and check the line for the IBASE category 01, in standard should be 0000032, you need to define your own profile (keeping the standard like it is)
2. Go now in partner profile change follwoing this path
Basic function
Partner processing
Define partner determination procedure ZIBASEXX (name you want) by copy of 000032
Add the support team SLFN0003
3. and go back to change the IBASE category 01 changing 0000032 into ZIBASEXX
that's it !
If you want to let the processor depend on IBASE, you can do the same or usually you define your own action for this
I hope it helps
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Automatic message processor determination when support message is created

Dear Gurus,
Plz help me with this question.
My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".

>
Alexey Rtischev wrote:
> Dear Gurus,
>
> Plz help me with this question.
> My requirement is that as soon as Support message is created when msg processor should be automatically be assigned.
> I change the SAP standard rule 13200137 for function partner SLFN0004, but can't to choose the Insert Agent - "Person".
Dear Alexey,
If you want to have the processor assigned automatically you need to perform the definition of customer specific
partner determination and the configuration of determination rules in the system. You can refer to SAP Note 616946 but this Note only provides an example how the determination of the support team could be reached.
The message processor will be assigned only if there is just one processor to the selected component. Otherwise the Team will be assigned The important thign here is that just one value can be found.
Hope that the information helps.
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Message Processor should not be same as Reported by

Dear All,
Is there are any configuration settings that can be done so that when the reported by and message processor are same then it should not allow to save the support ticket?
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Hi,
You can use the Badi ORDER_SAVE to validate this requirement.
Thnx,
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Restrict message processor list when creatin a new support message

Hello,
How can I restrict list of business partners which can be choosen as message processor while creating a new message?
What is auth obj?
Regards,
Michal

>
Michal Sarna wrote:
> How can I restrict list of business partners which can be choosen as message processor while creating a new message?
> What is auth obj?
In the VAR scenario, key users should not be able to choose/assign a message processor.
Is the Key User in your system allowed to access queries and CRM_DNO_MONITOR.
If yes, please check authorization of
Authorization Object: CRM_TXT_ID
Activity 02
Text ID SU15 Information for SAP
See Restrict authorizations Incident Management
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Error Filling 'Message Processor'

Hi all!
My 'organization model' is the following:
Assignment Plan (CRM).....................Code.......................ID.........................Business partner.....Valid from
...Service Provider..............................CCC........................O 50000607..........0000000033............01.01.2006
......Service Desk...............................ServiceDesk.............O 50000608..........0000000032............01.01.2006
.........Service Manager.......................SrvcManager............S 50000614........................................01.01.2006
.........1st Level Support......................1stLevel...................O 50000609..........0000000034............01.01.2006
............1st Level Support Employee ...1stLevelEm..............S 50000615 .......................................01.01.2006
...............Robert Neuner /...................0000000011.............BP 0000000011................................. 01.01.1900
..................Robert Neuner..................Neuner....................US NEUNERR ...................................01.01.1900
...............Robert Neuner ....................Neuner....................US NEUNERR....................................01.01.1900
.........2nd Level Support......................2ndLevel..................O 50000610..........0000000035............01.01.2006
............BC-Team...............................BC..........................O 50000611..........0000000036............01.01.2006
...............BC-Team Employee.............BCEmployee...........S 50000616........................................01.01.2006
..................Robert Neuner /................0000000011.............BP 0000000011..................................01.01.1900
...............Robert Neuner.....................Neuner....................US NEUNERR....................................01.01.1900
............CRM-Team............................CRM........................O 50000612..........0000000037............01.01.2006
...............CRM-Team Employee..........CRMEmployee.........S 50000617.......................................01.01.2006
..................Robert Neuner /................0000000011.............BP 0000000011..................................01.01.1900
...............Robert Neuner.....................Neuner....................US NEUNERR....................................01.01.1900
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Field 'Support Team' -> '36' ('BC' 'BC - Team) ==> and that's ok, this value I create Transaction 'PFAC_RESPO' -> 'AC' '13200137'
Field 'Message Prosessor' -> '11' (BP No. from Neuner form the BC-Team) or 'NEUNERR', but this field is always emtpy!!!
How can I get this value(s)?
Are the value available via 'PFAC_RESPO' -> 'AC' '13200137' or
via customizing SLOG -> CRM -> Basic Function -> Partner Processing -> Define Partner Determination Procedure -> Procedure 'SLFN0001' -> Partner Functions in Prodedure -> Function 'SLFN0004 Message Processor' -> GoTo -> Details -> Access sequence (which one of this entries)?
thx in advance,
kind regards
Franz

Hello Franz
Are you trying to use the rule and automatically assign the processor to the message as soon as the message is created ? Or you are manually assigning the processor after the message is created ?
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Message processor Roles

Hello,
I have assigned
SAP_SMWORK_BASIC, SAP_SMWORK_INCIDENT_MAN, SAP_SUPPDESK_CREATE, SAP_SUPPDESK_PROCESS
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I have assigned these message processor in Org model also.... but still they cannot see the link for "Processing by my team".
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Hi,
Run crm_dno_monitor with team option selected and also take SU53 without SAPALL profile
it might help you to get the required authorization object.
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"Message Processor" does not get assigned when saving the document.

Hi folks!
When creating a support message (SLFN) and saving the document usually the BP of the current user got assigned to the partner funtion "message processor".
This used to work but does not anymore. Now I cannot find the reason why.
I think I could achieve this via customizing "Make Settings for Change Transaction Types" and using "Specify Copy of Current User" but I am pretty sure this was not customized before.
I could use partner determination procedure, too. Access sequence "User" but still I am not sure this was customized before.
I am using SLFN transaction type service provider scenario (SLFC0001)
Anyone got an idea?
Thanks in advance.
Regards
Edited by: Christian Kaunzner on Mar 25, 2009 5:15 PM

Hi Christian,
did you solve this issue on your own? can you share your experience?
thanks
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Hi,
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Can we re-route to Substitue Message processor

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