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

Question

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

Answer 1

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