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Starting in Solution Manager 7.1 you need to start using BRF Plus for Support Team Determination within IT Service Management (formerly known as Incident Management).  For example, you want FI support messages (based on SAP message component) to be automatically assigned to the FI team, you need set this up in BRF Plus. 

I am totally new to BRF Plus, but fortunately the SAP Solution Manager team has already documented how to set this up.  See the steps below.

Note this replaces PFAC rules from Solution Manager 7.0.

Step 1: Active Service /sap/bc/webdynpro/sap/fdt_wd_workbench using transaction SICF

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Step 2: Create support organizational model using PPOMA_CRM or SM_CRM

Step 3: Then use BRFPlus transaction and follow the steps documented in the SAP Installation Guides

Service.sap.com/instguides on Service Marketplace

Download Configuration Business Rule Framework Plus (ITSM)

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Step 4: After you set up BRF Plus, be sure activate the action profile SMIN_STD action profile SMIN_STD_FIND_PARTNER_FDT in transaction SPPFCADM

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It works!  When I create an incident message, it assigns it to the correct support team based on the message component (e.g. FI, MM, etc.)

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  1. Brad Saxon

    Thanks for putting together this “how-to”. Very useful for customers who want to “auto-assign” service desk tickets. Very nice.

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