Introduction:

In general we have Support Team Determination using BRFPLUS for Incident Management configuration. We might have come across situations where we require another Support Team or any other Partner Function to be determined automatically based on the Decision Table in BRFPLUS

In this blog I have explained how to determine an additional Support Team using BRFPLUS, you can use the same method to determine any Partner Function you need.

The configuration involves the following steps

1. Prerequisite of having a custom Partner Function Created
2. Copy the standard Function Support Team to your custom namespace
3. Assignment of Data Element to created Function
4. Support Team Determination via BRFPLUS
5. Copy STD Action Definition for Determine Support Team via FDT rule
6. Assign the Created Application ID, Function ID and Partner Function to the Action Definition

Detailed Explanation of the above steps

1. Prerequisite of having a custom Partner Function Created

Refer to below blog for how to create a custom Partner Function

https://blogs.sap.com/2017/04/20/how-to-create-a-custom-partner-function-for-charm-itsm/

2. Copy the standard Function “Support Team” to your custom namespace

Goto Tcode BRFPLUS, and click Open Object

Search Name using *SUPPORT* and Select the Function “Support Team”

Right click on the Function “Support Team” and select Copy

Define the Target Namespace for the Function to be copied, do not change the Name of Target Application

It should be SOLMAN

If it prompts for TR, capture it in your TR

Once copied, the resultant Function will look as below

Make a note of the Function ID

3. Assignment of Data Element to created Function

Click Add new data object

Enter the below Details,
Choose Binding Type = Bind to DDIC Element
DDIC Element = BU_PARTNER
Click Create and Navigate to Object

Save and activate

Come back to your “Function” and click Data Object from Result Data Object and assign your created Data Element,

In my case it is Org Struct (my Data Object)

Save and Activate. If it shows any error as below, delete the “Data Object” from the Signature using Remove option and activate

4. Support Team Determination via BRFPLUS

Refer to below SCN Link for Support Team Determination configuration using BRFPLUS

https://wiki.scn.sap.com/wiki/display/SAPITSM/Support+Team+Determination+via+Business+Rule+Framework+plus

Here we need to change the Ruleset and Decision Table according to our requirement

Note: Go to your Function and make sure that the Access Level is Global. If it is not Global, then you will not be able to assign it in your Rule Policy while Creating a Rule

5. Copy Action Definition for Determine Support Team via FDT rule

Go to t-code SPPFCADM, and select CRM_ORDER and select “Define Action Profile and Actions”

Go to your Action Profile (ZMIN_STD in my case)

Take copy of the Action Definition used for Support Team Determination using BRFPLUS (ZMIN_STD_FIND_PARTNER_FDT) and Create a new one

Note: the Action Definition “ZMIN_STD_FIND_PARTNER_FDT” is already used for Normal Support Team Determination using BRFPLUS

6. Assign the Created Application ID, Function ID and Partner Function to the Action Definition

Navigate to the copied Action Definition and make the following changes in the Processing Types’ Parameter

PARTNER_FCT – Custom Partner Function which is created
Application ID – Application ID of your Application
Function ID – Function ID of your Function

Save it

Go to t-code SPPFCADM and select Conditional Configuration for CRM_ORDER and Select the new Action Definition there and just save it

We are done with the Configuration Part, now you can create your own Test Incidents and check if the Partner Determination is working fine

In case of any issues, check the Scheduled Actions (Solution Assignment Block) to confirm if the Action Definitions have been executed correctly