Support team determination based on message creators - how to

Hello, dear experts,
I try to implement the following scenario:
We have several user groups with numerous users (they create messages).
Support team needs to be determined based on the user group. How can we implement this?
Standart decision with rule AC13200137 seems not applicable in that case. I try to do it with org. structure: create org. unit corresponding to user groups, assign business partners/users to them but I don't know what access sequence can I use for this (in Partner Determination). Could you give a piece of advice about this scenario?
Any help is really appreciated.

Hi Remy
I have configured service desk message and determination of message support procesors
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

Similar Messages

Support Team Determination

Hello,
I've seen the blog for the Support team determination. But still i'm not getting the support team in my message. But when I use through IBase, i can able to get the partner. It wont be help for multiple cases.
So, can anyone guide me what else i need to do for getting the support team and message processor in my messages ??
Regards,
JMB

Hey Senthil,
I will give you an hint for doing this, you can achieve this, however the Rule in PFAC will not Support this..So that Rule need not be implemented.
Follow:
1) Maintain a Ztable for region and Support team Mapping
2) The Imlement Order_SAVE BADI to suit your requirement.
Following Function Modules would be helpfull.
CRM_ORDER_READ_OW to get the "reported By" BP.
BUPA_ADDRESS_GET_DETAIL to get the Region of the reported By
I would have designed the whole code for , but spoonfeeding would do no good.
Get in touch with CRM Team for implementing this..
Reward points for usefull answer.
Regards,
Anand.

Service Desk: Support team determination - Action Logs error

Hello experts,
I have customized the service desk functionality in Solman 7.0 EHP1 according to SAP help and the various (very helpful blogs from sdn). When I create a message from satelite system the "Support Team" field is already filled with the correct business partner, but when I look into the ACTIONS tab I see the following error message (red light) "Find support team responsible, when message is created". In the processing log I have the following entries:
"Processing CRM_DNO_PARTNER_1 Is Started"
"Action could not be successfully executed".
Additional no Email is sent to the BP SUpport team even I have customized it accourding to the blog from Tammy Powlas "Service Desk Support Team E-mail Notification".
When I open the created message in change mode and save the message (without any changes), then the email is sent correctly.
Can anyone give me a hint, what I did wrong.
Thanks in advance,
Thomas

Hi Thomas,
When the PDF is generated during the creation of the message, some information is not yet available to the smartform program, so most of the fields are not filled. In order to have the complete PDF, you have to send the e-mail after the document is completely created, which means using the processing time "Processing when saved" (and then you have to open the message and save), or via Job using the Processing time "Processing using selection report", and scheduling the job as mentioned by Cristiano. In this case no e-mail will be created immediately as you wish (I did not use "sent immediately" , but "created immediately", because it also depends on your SCOT job which will send the e-mail). In my case I did not need to send in the e-mail details such as System ID, SAP Component and System details to the Support team, only the message number, priority and description.
If you decide to schedule the job, create a variant as explained by Cristiano. Enter the Application CRMD_ORDER, Action profile, Action definition if you want to specify which action or actions you want to execute (if you only want to schedule the job for your email to support team action, put this action definition here), Promotion status "0", keep empty field Processing type (do not put INT for e-mail), and select Processing Time "Processing using selection report". Keep dates in blank. Set "Processing without dialog" on. It's very important that you configure your action to be executed via report, as I said in the beginning, otherwise the job will not work and you will have the "0 actions have been selected" message. Also schedule your job periodically with a very short interval if you have many messages created each hour. It also depends on your SCOT configuration. The CRM action job will only send the e-mails to the queue.
The business partner assigned to the user that holds the position below the org unit should be entered in the message processor field, but this should not cause any error in the action that determines the Support Team business partner, as this field is correctly determined. Did you configure any other action or BADI to fulfill the message processor automatically? The standard SLFN0001_ADVANCED_FIND_PARTNER action as far as I know will not do it. I have Solution Manager 7.0 with SP25 and I don't have any error message in the FIND_PARTNER action, it is all green.
If you did not create yet any action or BADI implementation for the message processor, and if you have only one business partner (person) assigned to your support team, as you described (one Org Unit, with one position and one member), you can do the following:
- Go to the Access Sequences definition and copy access sequence 0009 (organizational data: employee for an org. unit). In the Individual Accesses change the Source from Department to Support Team.
- Go to the partner determination procedure and for the SLFN0004 select the access sequence just created.
This access sequence uses Rule AC10000258 to determine the business partner Employee of an Org Unit.
Try to create a new message and check if it works. This rule does not work if you have many members below one support team.
You may also check SAP note [1041455|https://websmp130.sap-ag.de/sap%28bD1lbiZjPTAwMQ==%29/bc/bsp/spn/sapnotes/index2.htm?numm=1041455].
Regards,
Raquel
Edited by: Raquel Cunha on Mar 3, 2011 4:30 PM

SolMan 4.0: Support Team determination via Access Sequence not working

Hi,
from all the documentation I've read I got the following understanding for automatically determination of Support Team via Access Sequence (well, for one possibillity at least):
- Maintain Sold-to-Party in IBase IB52, especially country attribute. DONE
- Maintain Organizational Structure in PPOMA_CRM and create Org. Units, Business Partner No. get assigned automatically. DONE
- The Organizational Unit "Support Team" has the same country attribute as the Sold-to-Party and was marked "Obj. Permitted in Determination". DONE
- In IMG under SolMan -> Sc.-Specific Settings -> Partner Det. Proc. -> Def. Partner Det. Procedure select Procedure "SLFN0001" -> Partner Functions in Procedure -> Select "Support Team" -> Details, in block "Partner Determination" under "Access Sequence" select "Organizational data: Support Team by org. model". DONE
If I now create a support message in a satellite system the Support-Team will NOT be assigned. Instead if I have a look into transaction data of the message under tab "Actions" there is an entry "When message is created, find support team responsible" with processing parameters RULE AC13200137, PARTNER_FCT SLFN0003.
This makes absolutely no sense to me, why is the determination rule 13200137 used (which contains no entries at the moment) instead of the assigned Access Sequence?
Am I missing something?
Regards,
Marco Kipka

Hi,
no hint for solving the problem?
This is getting quite urgent, since I'm working at a customers site and try to implement the describted scenario.
Regards,
Marco

Support team determination-Rule 13200137 at PFAC_RESPO

Dear Gurus,
I Maintained Rule 13200137 at PFAC_RESPO.
Craeted a responsibility called MM support and assigned a user called MMUSER
Expression in a Responsibility maintained all with * for SAP component Maintained MM* and Priority with 1-4.
BP maintained as employee for the user MMUSER.
While going for simulation it si coorcetly picking that MMUSER
But when I create a message from solman by menuHelp>>create support message and in the component maintained as MM-INV
But it didnu2019t determined the support person.
In the action log I am getting the following log
Date: 26.06.2008 Time: 10:35:26
Processing CRM_DNO_PARTNER_1 Is Started
Incorrect parameter transfer ()
Action could not be successfully executed
Pl guide me in thisu2026..

Dear gurus,
i maintained entries in : Set up integration with organizational management as
1. Activate global HR integration by setting the main switch HRALX/HRAC to 'X'.
2. Activate the integration between business partners and organizational units by setting the switch HRALX/OBPON to 'ON'.
3. Activate the integration between business partners and employees by setting the switch HRALX/PBPON to 'ON'.
I am getting different error as below
Date: 26.06.2008 Time: 18:20:32
Processing CRM_DNO_PARTNER_1 Is Started
Error in resolution of rule 'AC13200137' for step '1'
Action could not be successfully executed
Error in resolution of rule 'AC13200137' for step '1'
Message no. WL423
Diagnosis
The function module for rule 'AC13200137' initialized an exception and returned a message ("MESSAGE ... [RAISING ...]").
System Response
If the message is of type 'A', 'E' or ' ', the confirmation of the current work item is recorded and the work procedure set to error status.
In all other cases, the message is logged as a warning and the work procedure continues.
plz guide me

How to create email to Support Team when NEW message created in SupportDesk

Hi there,
I have been sitting with this for a while now, and am quite frustrated. I want to know whether it is possible to generate an email notification to the Support Team in the Service Desk whenever a new message is created by the user. So far, the Org Structure is correctly set up in PPOMA_CRM. The rule CRM_DNO_1 (13200137) is configured and works. Application CRM_ORDER with Action Profile SLFN0001_ADVANCED is configured, and by standard config works by correctly determining the responsible Support Team per SAP Component whenever a new message is created. Lastly, I have configured my own Action Definition that sends an email to the user (Reported By) to notify him whenever the Status of the message changes (like to In Process or Confirmed etc), which works.
Now, whenever a new message is created by a user in the satelite system, it gets created in Service Desk and the Reported By, Sold-to-Party and Support Team are determined and the status of the message is NEW. When looking at the message in Service Desk under Actions, the only action assigned so far is the "SLFN0001_ADVANCED_FIND_PARTNER - Find support team responsible, when message is created" action. Now, the issue is this: how do you assign an action to the message straight after the Support Team determination, but before any other processing takes place in the message (meaning, you have to click on Change in Service Desk to start processing the message - when doing this, additional actions are assigned). I have created my own Action Definition (copy of SLFN0001_ADVANCED_FIND_PARTNER) and added another Processing Type after the Method Call (CRM_DNO_PARTNER_1) to email a Smartform (Processing Type = Smart Forms Mail) to the Support Team. But from here things just dont work - either it skips the Support Team determination, or it doesn't process the SmartForm type at all. Even by creating a standalone Action Definition and using Partner Determination / Function SLFN0003 (Support Team - almost same like to notify the Reported By about status changes to the message), this newly-defined action doesn't even list under Actions in the message whenever a new message is created. Only after clicking on Change in the message does this action for the first time list and execute, which is pointless - you don't want someone to open the message first and change it to enable notification of the Support Team of a new message; this should happen as soon as the message gets created.
So, if there is anyone out there who has done this before, please help, it would be much appreciated.

Gavin,
I managed to get this working in our system.
This is what I did:
   - action ZSLFN0001_ADVANCED_FIND_PRTNR (copy of SLFN0001_ADVANCED_FIND_PARTNER): changed in processing type the method to ZCRM_DNO_PARTNER_1 which I created as described in note 1041455. The Sort Order of this action has the same number as the original action of SAP (nr. 10 in my case).
   - I created another action Z_MAIL_TO_SUPPORTTEAM_OPEN with Sort Order one higher than the previous (nr. 11 in my case).
Processing Time: When saving document
Processing Times not permitted: No Restrictions
Sort Order: 11
Schedule Automatically
Partner-Dependent: SLNF0003
Determination Technology: Using Conditions that can be Transported
Rule Type: Workflow Conditions
Action Merging: Max. 1 Action for Each Action Definition
Processing Type
              - Form Name: ZFORM
              - Processing Class: CL_DOC_PROCESSING_CRM_ORDER
              - Processing Method: CRM_SRVORDER_EXEC_SMART_FORM
              - Archive Mode: Mail Only
Then I configured a Schedule Condition for Z_MAIL_TO_SUPPORTTEAM_OPEN: &CRM Service Process.User Status& = E0001ZSMSD001.
For me it's working like a ChaRM now
Hope it also solves your problem!
Best regards,
Roel

Auto-email Support Team after team determination (new message)

Hi everyone, I know this topic has been discussed on SDN a lot, but it is still unclear how one gets the auto-email working when a new message arrives in the Service Desk. We are currently on SSM 7.0 EHP1, and I have gone through note SAP Note "1041455 -Partner dependant actions are not executed". So, here is what I have done so far:
- with note 1041455, I copied the CRM_DNO_PARTNER_1 method to ZCRM_DNO_PARTNER_1 and edited the code as described, then assigned it to the Action Definition SLFN0001_ADVANCED_FIND_PARTNER (I removed the old CRM_DNO_PARTNER_1 method).
- in SPPFCADM, I used the Action Profile SLFN0001_ADVANCED with Action Definition SLFN0001_ADVANCED_FIND_PARTNER for the Support Team finding, which works. I even set this one to Immediate Processing.
- then I copied Action Definition SLFN0001_ADVANCED_STATUS to ZSLFN0001_ADVANCED_STATUS and made it Partner Dependent on SLFN0003 (Support Team), Schedule Automatically (and I have tried most of the Action Merging options). Start Condition is "When saving document". Under Processing Types I used the Smart Forms Mail type.
- Then, under Conditions for the Action Profile SLFN0001_ADVANCED I added the ZSLFN0001_ADVANCED_STATUS action and set the Start Condition to "&CRM Service Process.User Status& = E0001SLFN0001". So the status should be New.
Now, whenever I create a Service Message from satellite system, the message gets created, the Support Team is determined but no email is sent to the Support Team. When I open the message and click on Change, then only does the auto-email action list under the Actions tab. Only when I saved the message does it actually send the email.
So can anyone please help in getting the email sent to the Support Team right after the message gets created and the Support Team gets determined? Your help would be much appreciated!

Hi Michele,
At last, i made this one working by changing the action SLFN0001_ADVANCED_FIND_PARTNER to "Immediate Processing". Try to check this standard action, you will see that it was set to "Processing when saving".
Create a new action profile like Z_SLFN0001_ADVANCED_FIND_PARTNER (copy SLFN0001_ADVANCED_FIND_PARTNER then set to "Immediate Processing") then change the sort order in a way that it is lower than the standard one. Remeber to set also the Condition Configuration (Just copy the condition of standard SLFN0001_ADVANCED_FIND_PARTNER).
Next, create the action profile that will send the email notification with "Immediate Processing" also. Assign a sort order higher than the number you assigned to Z_SLFN0001_ADVANCED_FIND_PARTNER.
Try this one. It works on our system.
Please send back if you have questions.
Thank you,
Ice
Edited by: Maricel Villagra on May 6, 2009 3:17 AM

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.

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

The system can't find support team when support message create

Dear experts,
The system can't find support team when support message create.
It show the error that
"<u>The action definition SLFN0001_ADVANCED_SMDIAG has not been assigned a merging technology</u> "
and "<u>the action merging cannot be executed</u>."
Did anyone know how to solve this problem?
Thanks in advance

Hey pavienee,
Let me inform you that the action defination SLFN0001_ADVANCED_FIND_PARTNER is responsible for finding the right support team, this is valid if you make relevant settings by assigning partners in ib52 ti the ibase component.
The action log SLFN0001_ADVANCED_SMDIAG has nothing to do with support team determination.... This action is meant for Solman diagnositics.
Please Reward points for usefull answer and revert for any clartifications.
Regards,
Anand..

Service Desk - assign support team according to call status

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

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

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

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

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

Send e-mail to support team.

Hello,
I created a action for sending e-mail to support team in SolMan, the action is display in actions of message, but your status is warning, and don't send e-mail. When I try execute action, view the message of error:
--> The Action Cannot Be Executed in the Dialog
Procedure:
If you want to execute the action in the document, you must change the Customizing settings of the action definition correspondingly.
I can't find this procedure.
Anybody can help me please.
Thanks a lot.
Att.
Rogério

Hi
have you configured the pfac rule which is called by ur action...(assuming u r using standard action for sending mail to support team)
Pls check this blog will solve ur problem
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Regards
Prakhar

Unable to create Support Team Organization

Hi Experts
I am configuring the service desk in solman 7.0, i have done the following tasks.
a) Activate Solution Manager Services
b) Defined Service Desk Destination in the Satellite Systems
c) Activated Solution Manager BC-Sets Required for Service Desk
d) Fetching the SAP Components
f) Assigned the Number Ranges for ABA Notifications
g) Assigned Number Range for Service Desk Messages
i) Configured the ABA Messages
j) Generated the Business Partners
k) Activated the Partner/organisation integration
l) Created the Message Processors
m) Created the Organization Business Partners
n) Defined the Service Desk Destinations in the Solution Manager System
o) Scheduled the Background Jobs in Solution Manager
p) Created the new relationship category for our users.
q) Created the new access sequence for the Support Team Determination
r) Adapted the Partner determination Schema
s) Created the root organizational Model
When i try to Create the Support Team Organization, i am not getting the previously created organization. Please help me to resolve the issue
Thanks & Regards

Thanks for the reply,
i check the path, the option is seleted is - automatic recoding of changes.
GAK

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

Support team determination based on message creators - how to

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