Service Desk: Support team determination in Solution Manager 7.0
With the following customizing you will determine automatically the support team for a support desk message:
Based on the SAP component of the message
- Via other aspects
For the support team determination option in SAP Solution Manager 7.1 see wiki page Incident Management: Support team determination in Solution Manager 7.1.
Support team determination via SAP component
This is an update to the SAP Marketplace Note 616946.
Valid for Solution Manager 7.0, screens taken from a Solution Manager 7.0 stack 9.
Step 1. Create your own organizational data for the Support Desk model of your company from transaction ppoma_crm.
For example you can create a Support Desk organization model that consists of a first level support divided into a BC team, FI team and a team for the rest of the SAP components. Also you could include a second level for specific SAP components.
How to create an organization unit:
1. From transaction ppoma_crm –>Goto –>Switch view to Genaral Attributes (BBP)
2. In change mode select create organization structure
3. Change the name and code and save
For the moment there is not Business Partner assigned to this new organization unit but call again /nppoma_crm and you will see a BP number assigned:
In transaction bp you can see this created business partner:
Note: it is very important that you get this Business partner number in order to continue with the customizing.
If this not the case, check the following:
- Activate HR Integration: check that table T77S0, in transaction sm30, shows these entries:
HRALX HRAC X
- SAP notes and apply them in case it apply:
997009 PPOME: Search help for business partners (valid to SAPKB70010)
1008656 Error message 5A XXX when you assign position (valid to SAPKB70010)
- In SPRO check the information in points:
Create a Root Unit for Your Organizational Structure
Create Organizational Objects in the Organizational Structure
4. Select Position and create it
5. Assign Employees to this new position
Step2. Description of customizing for automatically assigned to the first level support of all incoming messages for processing, depending on the SAP component.
The Support Team is defined using determination rule CRM_DNO_1 (technical name AC 13200137).
This rule is triggered by an action, that is processed when a Service Desk message is saved. The rule bases the determination on responsibilities. The assignment can be done, for example, using the SAP component.
Service Desk message–> transaction type SLFN–>Action profile SLFN0001_ADVANCED–>SLFN0001_ADVANCED_FIND_PARTNER action definition –> method CRM_DNO_PARTNER_1–> Display
Call transaction Maintain Rule PFAC, choose determination rule CRM_DNO_1 from the input help (technical name AC 13200137), maintain the rule. In the ‘Responsibilities’ tab, create a new responsibility using the corresponding button.
Create Responsibility: select SAP component and Priority
You can still find the first level support for all messages with components not equal to BC* and FI* creating a third responsibility with priority 01.
The first level responsibility covers the SAP components entire namespace (A-Z), however it is dealt with as secondary because of lower priority.
To determine the support team, you must define corresponding organizational units and assign business partners in the organizational model, use “Insert agent assignment” button:
Use the “Simulate rule resolution” button to ensure that a unique business partner is determined.
The system carries out the determination if the support team field isnot filled when the service process is saved. To ensure that the system determines the support team in accordance with the rules defined above when the message is created, you still have to carry out a change in Customizing:
Call transaction SPRO –> Choose ‘SAP Reference IMG’ –> Customer Relationship Management –> Basic Functions –> Partner Processing –> Define Partner Determination Procedure.
Select the partner determination procedure “SLFN0001 Service Desk Partner Header” and choose “Partner Functions in Procedure” in the tree structure in the left-hand screen.
Select “SLFN0003 Support Team (CRM)” and ensure that the access sequence in the “Partner Determination” is empty.
Support team determination via other aspects
Also you can use the determination rule CRM_DNO_1 (technical name AC 13200137) to select the support team through the following aspects:
Via access sequence for the support team determination based on your own defined rule, like the country of the key user for example, using an own access sequence and BAdI COM_PARTNER_BADI:
Note 812385: Partner determination using COM_PARTNER_BADI and access seq
Note 1041455 – Partner dependant actions are not executed (2)
Other interesting information can be found in: