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.

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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.

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

How to find what are the support-teams map with particular componant type

hi experts,
i am new in solution manager.. My requirement is when creating the support message in crmd_order t-code i have to give the componant type in transaction data after that in fast entry screen i have to assign support team for that componant type .. here i have to give only valid support team which are map with particular componant type .. when save the support message here i have to check that support team is map with that particular componant type (i.e that support team is belong to that componant type ) .. thats what i have to do in abap development .. so how to find the what are all the support teams mapped with particular componant type .. whether it is stored in any table or ?.. Please give solutions ..
Regards,
Kumar..

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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?
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Hi,
Pls check this blog..
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Pls assign pts.

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by
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Hello VC,
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Unfortunately, it is still not working properly:
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Edited by: ediazjorge on Sep 18, 2012 11:20 AM

How to determine the support team in service ticket

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