Route tickets based on Message creaters's location

Hi SDN team,
Let me introduce my self since I am new to SAP basis world & to this community.
My name is Rajani kumari , joined recently as SAP basis admin.
I was assigned to configure in SM 4.0 .
I have few questions in configuring Service Desk in SM 4.0
1) I was asked to give estimation period, how many Hours /Days/months does it take to configure Service Desk in SM 4.0 for 1000 key users and 5 support teams , each team consists of 4 employees to resolve issues .
2) As of now I have created 100 key users( Message creaters) and 10 support employees( to resolve issues) using T code BP . Do I need to use a rule for the partner determination (e.g. AC13200137) for 100 key users to determine support team?
3) Out of 100 key users , 50 key users( message creaters) work from USA and rest 50 opeate from UK . How do I manage to route tickets created by USA key users to USA support team and tickets created by UK users should be routed to UK support team?
4) Can I create group for Support team and add memebers in to that group?
Thanks in advance for all.
Pls help me in configuring as per requirement.
Regards
Rajani

Hey Rajani,
1) estimation depends on complexity of requirement. 2 months should be more than suficient to cater your requirement.
2)Rule for partner determintation will not be usefull to you as this rule will attache support team based on SAP-component. YOu can do this in the EVENT created of business obj BUS200016( for service transaction)
implement the fucntion module which is associatated with EVENT created.
The relevant tcode is swetypv.
3)You can create Business partners with the attribute COUNTRY.
So every business partner wil have resp country and routing can be based on this.
4) for this logic to work, create 2 team(USA and UK )as support team.
This work (routing) involves good knowhow of CRM-technical and CRM-ABAP.
Plz reward for usefull answer.
Regards,
Anand.

Similar Messages

Route decisions based on destination TCP port with EIGRP

Need information and plausibility on making routing decisions within EIGRP based on different destination TCP port. I have a third party partner that we communicate too and they are adding a second location which we will connect too. They are wanting to use the same destination host IP but make route decision based on destination TCP port; i.e. if we target tcp 6123 they want us to route down link A to site A, if we target tcp 7123 we would route down link B to site B. I have never had to make that happen so I am looking into whether it actually can and if so what is basic configuration to pursue. We use static IP routes to/from them today and will in the future at the edge, those are distributed internally to our EIGRP. Can EIGRP make decisions based on IP and Port?

No routing protocol makes decisions based on port number as far as I know.
You need to look into PBR (Policy Based Routing) for this where you can use acls to define the route that traffic takes.
Depending on your connections you may well need to use tracking as well but it depends.
If the only reason to use EIGRP is for these connections you probably don't need it as with PBR you are overriding the routing table anyway but you may want to run it for other connectivity.
If you do a search on PBR you should find quite a few examples but if you get stuck then by all means come back.

ESB Routing service based upon XSD contains reference to localhost

Hello,
I've created the following simple ESB scenario and run into some behaviour which I can't explain.
- Create a ESB project
- Import a XSD definition file
- Create a routing service based upon the XSD definition file (Generate WSDL From schemas)
- Deploy the ESB project to the ESB server (on a different machine)
So far, so good
Go to the ESB Console, click on the created Routing Service, go to the Definition tab and click on the Concrete WSDL URL.
In the service part a 'localhost' reference appears, which results in an error when running the routing service.
<service name="execute_pptService">
<port name="__esb_RoutingTest_execute_ppt" binding="tns:__esb_RoutingTest_execute_ppt" />
<port name="__soap_RoutingTest_execute_ppt" binding="tns:__soap_RoutingTest_execute_ppt">
<soap:address xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/"
location="http://localhost:8888/event/TEST/RoutingTest" />
</port>
</service>
This definition appears in the ..routing..esbsvc file. When I change in this file 'localhost' to the server IP address and redeploy the ESB project, the server IP address is replaced to 'localhost' by JDeveloper.
What causes this behaviour and how can I avoid it?
Regards Leon

I enabled "validate payload at runtime" option in the definition.
The instance erred out and I got the below payload in the Error tab.
<actionData xmlns="http://xmlns.oracle.com/bpel/sensor">
<header>
<sensor sensorName="ActivitySensor_1" classname="oracle.tip.pc.services.reports.dca.agents.BpelActivitySensorAgent" kind="activity" target="Assign_1" xmlns:pc="http://xmlns.oracle.com/bpel/sensor" xmlns:tns="http://xmlns.oracle.com/BPELProcess1">
<activityConfig evalTime="completion">
<variable outputDataType="StatusInformation" outputNamespace="http://www.oracle.com/bpel_esb" target="$jmsInput"/>
</activityConfig>
</sensor>
<instanceId>30014</instanceId>
<processName>BPELProcess1</processName>
<processRevision>1.0</processRevision>
<domain>default</domain>
<timestamp>2007-11-01T16:27:20.966+05:30</timestamp>
<midTierInstance>PC-SRGNANAS-IN:8888</midTierInstance>
</header>
<payload>
<activityData>
<activityType>assign</activityType>
<evalPoint>completion</evalPoint>
</activityData>
<variableData>
<dataType>2005</dataType>
<data>
<StatusInformation xmlns="http://www.oracle.com/bpel_esb">
<processName>BPELProcess1</processName>
<timeStamp>2007-11-01T16:27:20</timeStamp>
</StatusInformation>
</data>
<queryName/>
<target>$jmsInput</target>
<updaterName>Assign_1</updaterName>
<updaterType>assign</updaterType>
</variableData>
</payload>
</actionData>
Thanks again for the response.

Custom routing agent based on sender's security group and subject

I made a custom routing agent that routes mails contains the word [encrypt] in the subject and sent from domain test.com
The part of the code is
if (e.MailItem.FromAddress.DomainPart.Contains("test.com")
                && e.MailItem.Message.Subject.Contains("[encrypt]"))
now what i need is to route mails based on the membership of a certain security group like "securemail" not the whole domain. ie if the sender is a member in security group (securemail) and the subject contains the word [encrypt] route the mail
Thanks

Thanks for your answer Glen
The following code is on exchange 2010 but i need it to check for a security group membership if possible
using System;
using System.Collections.Generic;
using System.Linq;
using System.Text;
using Microsoft.Exchange.Data.Transport;
using Microsoft.Exchange.Data.Transport.Email;
using Microsoft.Exchange.Data.Transport.Smtp;
using Microsoft.Exchange.Data.Transport.Routing;
using Microsoft.Exchange.Data.Common;
namespace RoutingAgentOverride
    public class SampleRoutingAgentFactory : RoutingAgentFactory
        public override RoutingAgent CreateAgent(SmtpServer server)
            RoutingAgent myAgent = new ownRoutingAgent();
            return myAgent;
public class ownRoutingAgent : RoutingAgent
    public ownRoutingAgent()
        //subscribe to different events
        base.OnResolvedMessage += new ResolvedMessageEventHandler(ownRoutingAgent_OnResolvedMessage);
    void ownRoutingAgent_OnResolvedMessage(ResolvedMessageEventSource source, QueuedMessageEventArgs e)
        try
            // For testing purposes we do not only check the sender address but the subject line as well
            // If the subject contains the substring "REDIR" then the default routing is overwritten.
            // Instead of hard-coding the sender you could also perform an LDAP-query, read the information
            // from a text file, etc.
            if (e.MailItem.FromAddress.DomainPart.Contains("contoso.com")
                && e.MailItem.Message.Subject.Contains("[encrypt]"))
                // Here we set the address space we want to use for the next hop. Note that this doesn't change the recipient address.
                // Setting the routing domain to "nexthopdomain.com" only means that the routing engine chooses a suitable connector
                // for nexthopdomain.com instead of using the recpient's domain.
                RoutingDomain myRoutingOverride = new RoutingDomain("nexthopdomain.com");
                foreach (EnvelopeRecipient recp in e.MailItem.Recipients)
                    recp.SetRoutingOverride(myRoutingOverride);
        catch // (Exception except)

HT1926 Have the same problem as many other users: tried to update iTunes on Windows 7 today; first message "unable to locate component- MSVCR80.dll was not found" then "iTunes was not installed correctly. Please reinstall iTunes - Error 7 (Windows error 1

I have the same problem as many other users: updated iTunes on Windows 7 on Jan 26, 2014 and iTunes does not open. First message "unable to locate component- MSVCR80.dll was not found" then "iTunes was not installed correctly. Please reinstall iTunes - Error 7 (Windows error 126)". When will Apple fix this? Don’t feel like uninstalling all Apple software and then re-installing it as suggested, as I am on a terribly slow internet connection while travelling in the DR Congo.

Go to Control Panel > Add or Remove Programs (Win XP) or Programs and Features (later)
Remove all of these items in the following order:
iTunes
Apple Software Update
Apple Mobile Device Support (if this won't uninstall press on)
Bonjour
Apple Application Support
Reboot, download iTunes, then reinstall, either using an account with administrative rights, or right-clicking the downloaded installer and selecting Run as Administrator.
The uninstall and reinstall process will preserve your iTunes library and settings, but ideally you would back up the library and your other important personal documents and data on a regular basis. See this user tip for a suggested technique.
Please note:
Some users may need to follow all the steps in whichever of the following support documents applies to their system. These include some additional manual file and folder deletions not mentioned above.
HT1925: Removing and Reinstalling iTunes for Windows XP
HT1923: Removing and reinstalling iTunes for Windows Vista, Windows 7, or Windows 8
tt2

Problem connecting wirelessly from iMac to NETGEAR router, get invalid password message with WPA and WPA-2 encryption in place but if I remove them, so no security, can connect without a problem. Help!!

Problem connecting wirelessly from iMac to NETGEAR router, get invalid password message with WPA and WPA-2 encryption in place but if I remove them, so no security, can connect without a problem. Help!!

Thank you for your suggestion but I have already had a couple of phone sessions with NETGEAR support and they don't see any problems with the router settings etc. They referred me to Apple support, who helped me discover that it is possible to communicate with the router but only if I turn off the encryption/security software, which I don't want to do. The frustrating thing is that I can connect wirelessly from a laptop running Windows 7 and two Anroid smart phones, with WPA-2 in place, without a problem. Do you have any other ideas?

Route call based on source IP address

Hello Guys,
Is there a way to route calls based on source IP address?
I want to redirect calls to specific queues based on the ip of the phone who's starting it.
Any ideas?
Thanks in advance.
Filipe Leite

Hi Filipe
I'm assuming here that you are using CallManager rather than CME?
One option might be to use the 'device mobility' feature to assign a specific CSS to devices based on their IP subnet. That CSS could have the appropriate partitions to route to a seperate trigger that directs calls to a separate CSQ.
Of course, whether you can do this depends on whether it would be appropriate to override the device CSS in this way.
Aaron

Possible to Route Traffic Based on AVC?

Is it possible to route traffic, based on the Application Visibility Control functions that specific Cisco routers are capable of? Here's my issue: I have two ISP's. One is at about 120% utilization. The other isn't doing anything. I can specify ip routes based on IP addresses. For instance, I can ip route 173.252.110.27 255.255.255.255 10.x.x.x to point to our ISP2 firewall, which is our non-utilized provider, for Facebook traffic. The problem is that sites like this have massive public subnets, so I won't be able to capture all of the traffic destined to Facebook. Is there a way to route traffic based on application? I know that Palo Alto firewalls have a way to do Policy Based Forwarding, based on application. I was wondering if the same was possible with AVC. Thanks for any help.

Hello.
Yes, it's possible and, actually, you have 2 ways.
1. use manual load-balanace between links.
2. use PfR to load-balance traffic automatically.
PS: you also will need NAT with route-map.

I can't access half of my downloaded music. I get a message, "can't locate file" What is up with that? I dauthorized my computer and reloaded itunes, but it did not solve the problem. Any suggestions? Thank you.

I can't access half of my downladed music. I get a message, "can't locate file." I dauthorized my computer and reloaded itunes, but it did not help. Any suggestions? Thank you.

This happens if the file is no longer where iTunes expects to find it. Possible causes are that you or some third party tool has moved, renamed or deleted the file, or that the drive it lives on has had a change of drive letter. It is also possible that iTunes has changed from expecting the files to be in the pre-iTunes 9 layout to post-iTunes 9 layout,or vice-versa, and so is looking in slightly the wrong place.
Select a track with an exclamation mark, use Ctrl-I to get info, then cancel when asked to try to locate the track. Look on the summary tab for the location that iTunes thinks the file should be. Now take a look around your hard drive(s). Hopefully you can locate the track in question. If a section of your library has simply been moved, or a drive letter has changed, it should be possible to reverse the actions.
Alternatively, as long as you can find a location holding the missing files, then you should be able to use my FindTracks script to reconnect them to iTunes .
tt2

Captivate 8: Getting this message "Unable to locate LMS's API, content may not play properly". Then I get a debug message of "44:Tue Feb 17 2015 : InIsLoaded, returning false". Has anyone else seen this?

Captivate 8: Getting this message "Unable to locate LMS's API, content may not play properly". Then I get a debug message of "44:Tue Feb 17 2015 : InIsLoaded, returning false". I also see a message in the preview pane when I view the .htm file in the project folder "This course requires JavaScript to be enabled in your browser. Please enable JavaScript, then relaunch the course." JavaScript is already enabled and I'm getting this in IE9 and Chrome 40....Has anyone else seen this?

The first part of your issue will be resolved if you load your course from an LMS. If you are not hosting your content on LMS, you can disable the reporting in your Quiz settings (Edit > Preferences > Quiz > Reporting).
Not sure about the Javascript related issues.
Sreekanth

Retrieve message based on Message ID

Hi All,
Could you please let me know how to retrieve the message payload based on Message Id.
Regards

Hi Anusree,
Go to SXI_MONITOR and go to the advanced selection tab.
In that, give the message id and click on execute button or press F8.
Then docuble click on the message that you get in the report.
In the screen that follows, you need navigate to the payload section of the tree diagram that is there on the left hand side of the screen.
If the logging is set for your system, then u can see the payload there.
Regards,
Ravi

Using Shading Dictionary to perform shading in pdf,before that the shading dictionary call from Pattern Dictionary.In the Pattern Dictionary there is an Matrix based on the matrix value location the shading operatihow the axial shading is preserve in pdf

using Shading Dictionary to perform shading in pdf,before that the shading dictionary call from Pattern Dictionary.In the Pattern Dictionary there is an Matrix based on the matrix value location the shading operation is perform,So i dont know how to calculate value of pattern Dictionary matrix value.
10 0 obj
<< /Type /Pattern
/PatternType 2
/Shading 11 0 R
/Matrix [1.00 .00 .00 1.00 54.00 53.00] // the matrix value how to calculate
>>
11 0 obj
<<
/ColorSpace /DeviceRGB
/Function 12 0 R
/ShadingType 2
/Coords [109.2726 69.00 109.2726 .00]
/Extend [true true]
>>
12 0 obj
<<
/FunctionType 0
/Domain [.00 1.00]
/Range [.00 1.00 .00 1.00 .00 1.00]
/Size [1002]
/BitsPerSample 8
/Length 3006
>>
stream
here is an stream of colors
endstream
endobj
Can anybody help me please.
Regards, Sasi kumar sekar.

Hi, Sasi -
The Matrix maps coordinates in your shading dictionary into User Space. That is, the Matrix entry in the Pattern dictionary specifies a coordinate transformation that will be applied to coordinates specified in the shading dictionary.
To take your example, you have an axial shading extending from (rounding off) 109,69 to 109,0. Your Pattern dictionary specifies the Matrix
[ 1 0 0 1 54 53 ]
This transformation matrix corresponds to a scale of 1,1 (that is, no change in scale) and a translation of 54,53. Thus, the actual endpoints for the axial shading will be the User Space positions 163,122 and 163,53 (assuming I’ve added correctly).
As to what values to use for your Matrix, it depends on how you’ve set up your Shading dictionary. If the coordinates you’ve specified are actually where you want the gradient to go, then just use an identity matrix
[ 1 0 0 1 0 0 ]
By the way, are you sure that the Pattern dictionary includes a Matrix entry? I seem to remember (it's been a while since I've looked at Patterns) that the matrix is supplied as an argument to the makepattern operator:
<<patternDict>> [ 1 0 0 1 0 0 ] makepattern
Hope that helps.
- John Deubert
Acumen Training
PostScript and PDF
Training & Consulting

Route Determinaiton based on shipping instructions.

Hi Experts,
I wanted to determine the route based on shipping instruction. How I can bring the shipping instruction field in route determination instead of shipping condition.
Our current process is, route determination based on shipping condition but some times the routes will be different based on shipping instructions.

Hi Jacob,
Thank you for your response.
Initially I have suggested the same solution but users are not ready to accept. The issues is, we have 100 to 1000 lines in purchase order and based on customer requirement the routes need to changed.
If I use the shipping condition user need to change the lines manually one by one (Because the fast change is not possible for shipping tab fields) but if I use the shipping instruction then it is easy to change through fast change mode.
As per the SAP note 356628 it is difficult to add the new fields(shipping tab fields) in fast change.

Route calls based on extensions

Hi guys
First of all, I not have a good Englis so I hope you undertand me.
I would like to know if there is a way to route calls based on the caller id. This is, for instance, I have extensions 5xxx and 88xx and now they are going trough E1 0/0/1, I want to move this, and only this extension go out to pstn through teh E1 0/0/0. It is possible to do someting like this, in such case, how?
Best Regards

Hi.
You can also use the search function for your query because this topic has been touched many times here
Eg. Use caller ID route based as search keyword and you'll find the solution
HTH
Regards
Carlo
Please rate all helpful posts
"The more you help the more you learn"

WIFI stopped working after I woke the computer up, now says connected to the network but not the internet, all other coputers and devices connected still with no problems, have pinged IP address from router and got the message "4 packets sent none receive

Hi,
WIFI stopped working after I woke the computer up, now says connected to the network but not the internet, all other coputers and devices connected still with no problems, have pinged IP address from router and got the message "4 packets sent none received"... Help
I have tried network diagnostics which doesnt help... The only other ting is, when I woke the computer up it said tat another device was using my IP... My wife had plugged her phone into the computer to charge etc but even when i turn wifi off on the phone there is no change... also in settings on the phone the IP address is different...

The answer to your question is - neither!
Your PC should to configured to obtain an IP address automatically, and to obtain DNS server IP addresses automatically, from the Airport Express. This is the way Windows (and Macs for that matter) are configued by default, and that is the way most people have their computers set up. If you manually configured your PC's IP address to be the same as your wife's Mac, it certainly explains why your PC is not able to access the internet.

Route tickets based on Message creaters's location

Similar Messages

Maybe you are looking for