Service Desk - assign support team according to call status

Question

Dear SolMan Service Desk experts,
We have copied the standard Service Desk transaction type to an own transaction type, and have adapted the transaction type and created a customer specific status profile.
Now we want to find out how it is possible to assign a "support team" depending on the status. This means e.g.
when the status is set from "In Process" to "Approved" a different support team "Basis" should be assigned automatically.
when the status is set from "Approved" to "Escalated" a different support team "EscalationMgrs" should be assigned automatically.
This is different to the usual and well know support team determination after call creation.
Q: Is this possible with the PPF and the actions provided in standard?
Q: What needs to be done to implement support team assignment by status?
Q: Is there a description available to achieve the desired result?
Unfortunately I did not find the needful in notes 616946 and 1512895, and also the PFAC rule 13200137 seems not to be helpful as the STATUS is not available in the Container, and as it seems once a support team is assigned the rule does not change the support team anymore. Is that correct?
Best regards,
Peter

Answer 1

Hi Ram,
here are the points to be done, when setting up the automatic support team determination in your Solution Manager system:
You will have to set up your organizational model by using the transaction PPOMA_CRM. Make sure before, that in table T77S0 the value for HRALX HRAC is set to "X", otherwise no Business Partners will be assigned in your org structure!
Then you will have to set up your finding rules by using the transaction PFAC, using the rule AC13200137. When ready, you can simulate rule checking if it is working. The determination is working by using the SAP component.
To the different message numbers taken, when creating a new message: Depending on the way, how the message is created (through the Help-function or using the ta NOTIF_CREATE, resp. CRMD_ORDER) the sequence of creating the two parts of the message (a message in your SolMan system consists of a Basis/ABA-message and a CRM-message) is different. If you create a message via Help, the Basis-message is created first and the number range of the Basis messages defines the number for your message. On the other hand, if you create your message by using NOTIF_CREATE, the CRM-part is getting set up first, so the number range (to be maintained with the ta CRMC_NR_RA_SERVICE) for the CRM messages defines the number for your message.
I hope this short explanation helps you,
regards
Csaba