Partner determination via Rule policy ITSM / CHARM (NO ABAP REQUIRED).
Continue exploring Partner determination with default or dependent values, with certain conditions to have more flexible ITSM / CHARM procedures. There is topic on how to setup Partner determination via BRF+ and very good blogpost from Vivek . But why not think about other possibilities? And here comes crm framework called Rule policies, it is mainly used in solman as Dispatch tool, but if you digg it deeper the true possibilites are opens to your eyes 🙂
Example Scenario: Rule policy ITSM / CHARM partner determination (NO ABAP REQUIRED).
1. Assign Rule modeler to Categorization schema of CR
2. Create Rule policy type SRQ ZMCR_DEFAULT_BP
Mapping If category = CAT_1 then route developer = 11.
3. Copy SAP_SRQMROUTING to Z/Y
4. Assign policy
5. Assign Service Maanger Profile to Change Request transaction
Change Request = ZCR_SRQMROUTING
1. Assign Rule modeler to Cat schema of CR
First let’s go to Solman’s CRM WEB UI and setup things we need
Tcode SM_CRM – Service Operations – Categorization Schemas
Choose your Schema that assigned to Change Request
Add new version, go to Application Areas and press New and add
Appilcation ID – Rule Modeler
Parameter – Context
Value – Service Request Management
We need to have a row like a last row in pic below:
2. Create Rule policy type Service Request
Tcode SM_CRM – Service Operations – Rule Policy, now here we need to create a new Rule policy
Context – Service Request Management.
Give some name to Rule Policy
ℹ This technology will work for any type of Solman transactions both ITSM or CHARM.
Now its most interesting part – the design part!
Choose Draft Rules row, press Subnode
Name it as you like f.e. Category = Partners and hit Subnode again
Again give proper name to avoid confusion when you read policies and press Add Entry in Conditions block
Attribute – Order Category
Operator – Contains
Value – choose category you wish to map the partner functions f.e. our popular Change Manager in the example it is ATH
Now in Action block press Add Entry
Choose Action – Route to a Partner, Partner Function – SDCR0002 Change Manager, Partner – who we need to assign as Change Manager in this case
For example I have setup all needed partner functions to be filled for the category ATH see below:
Developer, Tester, Custom partner function and etc.
ℹ Do not hurry to go to the next topics, take some time and sit here, because here you can make any scenario you need.
For example you can combine multiple checks for any situation: User status, Priority or Change category with other condition like check the category. You may Match conditions with AND / OR operators.
3. Copy SAP_SRQMROUTING Service Manager Profile to Z/Y
Tcode SPRO – Customer Relationship Management – E-Mail Response Management System – Service Manager – Define Service Manager Profiles. Choose SAP_SRQMROUTING and press Copy button on the top, name it like ZCR_SRQMROUTING
4. Assign Rule policy to Service Manager Profile
Stay on your ZCR_SRQMROUTING – double click Directly Called Services – double click Properties
Policy = your created policy in our case YALM_ZMCR_2
5. Assign Service Manager Profile to Change Request transaction
Transactions – Additional Settings – Assign Dispatching Rule Profile to Transaction Types.
Now go to SM_CRM and create or pick any Change Request and press More – Dispatch all partners will be filled as mapped like here: Choosed category = ATH, pressing Dispatch
All partners filled
ℹ This will work even if Partner Function is not empty
Have Fun J