Support Team Responsibilities

Hi Everyone,
If I have a Support Team Responsibility that assigns all SV-SMG* to the Solution Manager Support Team, is it suppose to send an email to each member of the Support Team (as indicated in the org structure) or just to the address that is indicated in the Solution Manager Support Team Business Partner email field?
thanks,
Jason

Hi Jason,
It depends on your Support team configurations. Usually if u have configured SV-SMG* component to land in the message processors box( according to roles and responsibilities) it shd send the message only to the support team members mail id specified in the Business partner link. Some typical configurations are done in this way.
1 Mail to Message processor intimating him that the new message is in his queue for his action.
2. Mail to the message creator when ever there is a change in its status
3. Mail to SAP manager when a message is not taken care of in stipulate service contract time ( Only if the Service contract is implemented) etc etc...
They are some typical scenarios i have seen but never a mail has been sent to the whole support team in the ORG STRUCUTRE.
They are a few inputs from my side.. hopefully they are helpful.
Br,
Sri
Award points if helpful.

Similar Messages

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)

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

Email to Support Team fails !!!!

Dear friends,
i am having problems in sending an email to support team as soon as the support team is created..
I am using std rule 13200137 and i have configured responsibilites, and this rule works fine and automatic support team is found out as soon as the support team is created ..
But i have also created an action for sending an Email to support team as soon as the support team is created.. which unfortunately is not triggered as soon as the msg is created but is triggered when the support msg is opened for changes...
i have properly configured the action and its start condition and still the problem persists..
I have also used email to msg creator(Sap Standard ) action which is getting triggered properly..
Is it that i am having too many actions triggering at the creation of the support msg that is creating the problem.??
plz help as ASAP...

Suzzane,
I have a quick question regards Email to Suppor Team. I understand that you have to maintain the email address in the ORG level for support Team email address. That looks like a group email address I have to assign to it. Can I make to send to employee(Solver) email addresses instead of creating a group email address and adding those employee email address to group. Please adivce on this.
Thanks
Kumar

JMS Mantaray - email address of mantaray support team or support engineer

Hello
If anybody knows the email address of the jms-manataray support team or that of any mantaray support engineer, kindly let me know....Thanks in advance.
spujari

Hi Jason,
It depends on your Support team configurations. Usually if u have configured SV-SMG* component to land in the message processors box( according to roles and responsibilities) it shd send the message only to the support team members mail id specified in the Business partner link. Some typical configurations are done in this way.
1 Mail to Message processor intimating him that the new message is in his queue for his action.
2. Mail to the message creator when ever there is a change in its status
3. Mail to SAP manager when a message is not taken care of in stipulate service contract time ( Only if the Service contract is implemented) etc etc...
They are some typical scenarios i have seen but never a mail has been sent to the whole support team in the ORG STRUCUTRE.
They are a few inputs from my side.. hopefully they are helpful.
Br,
Sri
Award points if helpful.

I have a problem with wifi in my iphone 4s, i already try everything and download latest version 7.1(11D167) but wifi switch is not working, its my humble request to Apple support team that pls resolve this problem as soon as possible because

I have a problem with wifi in my iphone 4s, i already try everything and download latest version 7.1(11D167) but wifi switch is not working, its my humble request to Apple support team that pls resolve this problem as soon as possible because its a prestiage of Apple Company.
Pls inform me how can i resolve the problem of wifi.

You have to go to autherized iPhone agent.

HT204053 Dear Support Team, every time i tried to logon Icloud its gives me wrong user name or password and at the end it show me error " This Apple ID is valid but is not an ICloud Account" then how can i use one account for same Apple ID and ICloud???

Dear Support Team,
Every time i tried to logon Icloud its gives me wrong user name or password and at the end it show me error " This Apple ID is valid but is not an ICloud Account" then how can i use one account for same Apple ID and ICloud?
Thanks

It is not possible to create a new iCloud account using a Windows machine. You must create the account using a Mac (10.7.5 or more) or an IOS device (iPhone etc). Once that is done you can sign into and use the account on your Windows machine.

Hi Support team, somehow my mozilla settings have been changed and it baceme transprenet, now how to change back to normal ?

Hi Support team, somehow my mozilla settings have been changed and it became transparent, now how to change back to normal because everything is transparent, menus, pages etc.

This could be the same problem other users are reporting as a white screen or black screen, caused by an incompatibility between Firefox 33 and some older graphics card/chipset drivers.
Please disable hardware acceleration as a temporary workaround. Step-by-step directions in this thread: https://support.mozilla.org/questions/1025438
Does that work?

Hi support team, I'm using iphone4, After i upgraded my ios7 i'm facing issues.Need ur help

Hi support team, I'm using iphone4, After i upgraded my ios7.0.2 i'm facing issues.
- Unable to view the incoming calls.
- mobile hanging

This is not the "support team". These are user to user forums. You are not addresssing Apple's "support team" by posting here.
Which of the troubhleshooting steps listed in the iOS 7 user guide have you tried? Have you tried a reset?

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

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

Service Desk: Support Team Assignment from User not in a Support Team

I am working on configuring the Service Desk and all has been going pretty well until now.
The issue surrounds automatic assignment of Support Teams when a ticket is submitted.
In cases where people assigned to the org structure (PPOMA_CRM) submits a ticket, the support team is assigned correctly (via Rule 13200137 in PFAC_RESPO), but when an end user submits a ticket, it doesn't assign a Support Team.
I have not assigned end users to the org structure because they are not part of the support team and have been using PPOMA_CRM to only establish the support org structure.
So the question is what am I missing to configure SolMan 7.0 so tickets from general users are assigned to the appropriate support team?
Thank you,
Brian

Brian,
It sounds like you did not maintain the identification tab with the ibase for the end users. You have to list every system a user can create tickets for on their identification tab in the General Partner role.
It should look something like:
<system ID> <identification number> <client> <userid>
DEV 1234567890 100 BSMITH
QAS 1234567890 100 BSMITH
PRD 1234567890 300 BSMITH
the very left field's value should be CRM001 for all three.
You do not have to fill out the employee role for end users for the functionality you desire.
regards,
Jason

TS1538 Hi technical support Team of Apple I am sorry but this time I am very disappointed with IPhone and IOS 7.1, actually I have IPhone 5,5S both and I was trying to Restore my Phone for sell Because I want to by IPhone 64 Gold but unfortunately

Hi technical support Team of Apple I am sorry but this time I am very disappointed with IPhone and IOS 7.1, actually I have IPhone 5,5S both and I was trying to Restore my Phone for sell Because I want to by IPhone 64 Gold but unfortunately    both phone stuck on recovery mode with error 1, and 3
I got Error 3 on IPhone 5 and error 1 In IPhone 5s , I did lot of try as I can my level best , like Update iTunes, stop all security, change cable even change computer format my laptop and install everything fresh in window   I did try to with Mac of my friend,
Change Internet connections try with DFU mode, Make DFU file Also with redsnow   everything I did
Whatever on internet information like go to cmd and run as administrator to make change hosts file
Like ipconfig/flushdns everything everything what I can…. but I dint get good results and good information about this error
Somebody told me this is hardware problem, I make change my battery and charging connector too.
I don’t know what to do next.. because I don’t leave any experiment on my stuck phone..
Note : one is big issue that apple support team is also and giving good answer
I am in Saudi Arabia so I don’t have any nearest store of Apple.. even Saudi Is Big Consumer of IPhone
Its Really Bad its big Loss of Money I can’t afford more , Now will not Buy Any IPhone in future if I don’t get solution..
Thank You..

What the **** is this taht you will not provide any service due to just a bit jailbreak..
we are not much tecnical person.. and mostly consumer dont have good idea about Jailbreak. make your device much better secure from hacker and jailbreak please we cant afford much money please give me any solution i ll not do jailbreak again please

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
If you are really desperate you could buy the app yourself, then request reimbursement.

Support Team Responsibilities

Similar Messages

Maybe you are looking for