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.

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

  • 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.

  • HT3702 I'm trying to open an iTunes account and was asked to provide one of each:credit card details or gift card details.i provided a gift card details and yet I'm being asked to contact the support team!!! Pls can someone help me out on this..thanx. Bre

    I'm trying to open an iTunes account and was asked to provide one of each:credit card details or gift card details.i provided a gift card details and yet I'm being asked to contact the support team!!! Pls can someone help me out on this as I cant enjoy my new iPad 3 without buying apps

    Brenda, the easiest way to contact the support team is thru the iTunes Customer Service website:
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  • 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

  • Authorization objet for the support team and message processer

    Hi,
      Is it possible to ristict access to the message processers for the field support team and message processer in crm_dno_monitor. Iwant to restrickt message processer should only change message processer field .
    Regards
    S.Manu

    Hi manu,
    in BADI ORDER_SAVE, Method PREPARE you can check for changes of ticket values and cancel the save process.
    So you could check if the user is in partner function "message processor" and has changed the value in partner function "support team". If so, you could cancel the process, the change will not be saved and the user gets an error message!
    Hope this helps,
    Christoph
    Edited by: Christoph Kronauer on Apr 1, 2010 10:20 AM

  • I can not update my version of itunes. When I install the message "Could not open key UNKNOW \ Instaler \ Products \ E84E5F4E55179FC488DCF773E79CCA45 \ SourceList \ Media. Make sure you have sufficient access to that key or contact the support team." Any

    I can not update my version of itunes. When I install the message "Could not open key UNKNOW \ Instaler \ Products \ E84E5F4E55179FC488DCF773E79CCA45 \ SourceList \ Media. Make sure you have sufficient access to that key or contact the support team." Any tips on how to solve this problem?

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    Start>Run put regedit and press Ok.
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    4. Back on the first "Permissions for..." dialog box, click on each account in the top-list and make sure each has the "Full Control = Allow" and "Read = Allow" permissions
    5. Click the "Advanced" button and the "Advanced Security Settings" dialog box appears
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  • 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..

    Hi Kumaresan-
    I'm not sure I fully understand your requirement but I will try to help out. If you are trying to determine / associate the relevant support team according to which component they are responsible for, this might help.
    The determination of the support team is maintained by configuring rule 13200137 in transaction PFAC_RESPO.
    Click on the Responsibilities Tab
    Create your responsibility based on your support team requirements
    Assign the appropriate Support Team, this data will be taken from the settings you have maintained when creating your org chart in ppoma_crm
    Highlight a responsibility and click Change
    In this table you will see an entry for SAP Component, this is where you identify which support team will be determined based on component

  • 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)

  • I just bought a iTunes card and its not accepting it.  It already sent it to the support team and they said they were going to get back to my within 24 hours and i am trying to buy a program in the app store for work.  How can I expedite this process?

    I just bought a iTunes card and its not accepting it.  It already sent it to the support team and they said they were going to get back to my within 24 hours and i am trying to buy a program in the app store for work.  How can I expedite this process?

    Has it been 24 hours?
    I take it this was a gift card.  iTunes Store:  Invalid, Inactive, or Illegible codes http://support.apple.com/kb/TS1292 - gift cards
    I don't know if this provides an alternative means: https://expresslane.apple.com ; select 'iTunes' in the first column; 'iTunes Store' in the second column
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  • 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 can’t 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 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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    -Click on the blue box "Still need help? Contact us"
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