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With the following customizing you will determine automatically the Sold-to Party for support desk message based on userID from organization unit.

First of all, you will need to perform customizing standart ServiceDesk scenario.

  Important

  • Activate HR Integration: check that table T77S0, in transaction sm30, shows these entries:  HRALX HRAC X

  Customizing

PART I Customizing ServiceDesk

  1. SPRO -> SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Partner Determination Procedure -> Define Access Sequences 
  2. Choose “New Entries”
  3.  Access sequence ZSTP Sold-to-Party form Reported-by
     Batch Seq.  10
     Dialog Seq  10
     Source  CRM_PARTNER_B Organizational Data
     Partner Functio  SLFN0002 Report by (CRM)
     Determination Rule: Org.Data Model  AC14000148
     for Determining Scenario to be Used  SERVICE
  4. SPRO -> SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Partner Determination Procedure -> Define Partner Determination Procedure
  5. Choose procedure: SLFN0001 Service Desk Partner Header
  6. Choose content: Partner Functions in Procedure
  7. Choose function: 00000001 Sold-to Party (CRM) and GOTO -> Details
  8. Find Partner Determination and change Access sequence to ZSTP Sold-to-Party form Reported-by

PART 2 Customizing Organization unit

  1. Call transaction PPOMA_CRM
  2. Create new organization unit
  3. Recall transaction PPOMA_CRM, you see assigment business partner for organization unit
  4. Choose created organization unit and select attributes tab
  5. Choose Service scenario and set Obj. Permitted in Determination
  6. Now you can create or assign  position(s) for organization unit and assign user(s) to postion(s)

PART 3

Create support message in system or satellite system

Coming soon: slides

to be continued

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