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
- SPRO -> SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Partner Determination Procedure -> Define Access Sequences
- Choose "New Entries"
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 |
- SPRO -> SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Service Desk -> Service Desk -> Partner Determination Procedure -> Define Partner Determination Procedure
- Choose procedure: SLFN0001 Service Desk Partner Header
- Choose content: Partner Functions in Procedure
- Choose function: 00000001 Sold-to Party (CRM) and GOTO -> Details
- Find Partner Determination and change Access sequence to ZSTP Sold-to-Party form Reported-by
PART 2 Customizing Organization unit
- Call transaction PPOMA_CRM
- Create new organization unit
- Recall transaction PPOMA_CRM, you see assigment business partner for organization unit
- Choose created organization unit and select attributes tab
- Choose Service scenario and set Obj. Permitted in Determination
- 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