Responsible employee according to categories in service request

Hello Experts
I am trying to set employee responsible based on the category selected in the service request.Is there any way to configure it?

Hi Rashmi,
Prerequisite is, the responsible service team is determined based on the category selected.
The employee responsible will be determined only if the service team is determined properly based on the category selected.
Assigned the employees to the position in org model.
Create partner function(14) with access sequence 009, and maintain the org determination rule AC10000258 in access sequence. The first employee assigned to service team in org model will be displayed as employee responsible in transaction header level by deault, if you want to change the employee responsible in service request, you need to select the check box in parties involved assignment block in Service request, main partner column for the employee.
Regards,
Maddy

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Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
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In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
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Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
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https://service.sap.com/sap/support/notes/1465966
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Hi Joaquin,
Thank you for answering. I already tried: I select the line with the email in the Inbox, I press Interact (the account is automatically recognized and I am asked to confirm it), I confirm the account and then I navigate to "Service Request" workcenter: a new Service Request is displayed, with the employee responsible and the customer automatically filled. However, I can see no data regarding any attached email in any of the Service Request tabs (even if I save or select "End").
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Hi Joaquin,
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I need to set Employee responsible dynamically when the exact category is chosen in the service request. i am following a approach to register a function module in the crmv_events so that the event will be called as soon as categorization is changed in service request.I have never configured crmv_events.please guide me its urgent.
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I will award points immediately .Reply as early as possible as its urgent.
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Hi Rashmi,
I would say, instead of doing it from any event function module, do it from web ui bol layer itself.
Define get P method of category and set event on the value change. Create that same event from event handler and write the code for getting(use FM) and setting emp responsible in that event using bol programming.
Please let me know if you need the codes for doing all this.
It would be great if you can paste the the screen shot of the view you are using in web ui.
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Bhushan

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1. Open the Interction centre
2. Search (preferable who has previous service requests created)
3. Confirm employee.
4. SC interaction record screen is displayed
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Yes,
The steps you mentioned are correct
1) Account Indentification
2) Interaction Record created and displayed
3) Select Service request from the Last 5 interactions from bottom on page
4) Selected one of the Service request
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1) Employee(Service) Request(XXXXXXX) --- the one I selected from Interaction history and being displayed
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I click on breadcrumbs to go back or I press END without pressing SAVE
NEXT
Open the Interaction Record by searching for the same from INBOX
The NEW Employee Request (Service request) created is there
If I use breadcrumbs to go back and repeat steps 1--3 (account Identification to select Service request), it does not create one, it is for only the first time the additional request is created.
I hope I am clear....
Regards
Ravi
Edited by: Ravi Kakkereni on May 30, 2008 10:19 AM

Responsible employee according to categories in service request

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