Solman Service Desk Support Team Determination

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Service Desk: Support team determinationDolores Correa Business CardCompany: SAP SpainPosted on Oct. 06, 2007 08:51 AM in SAP Solution Manager

Service Desk: Support team determination

With the following customizing you will determine automatically the support team for a support desk message:

Based on the SAP component of the message

Via other aspects

Support team determination via SAP component

This is an update to the SAP Marketplace Note 616946.

Valid for Solution Manager 7.0, screens taken from a Solution Manager 7.0 stack 9.

Step 1. Create your own organizational data for the Support Desk model of your company from transaction ppoma_crm.

For example you can create a Support Desk organization model that consists of a first level support divided into a BC team, FI team and

a team for the rest of the SAP components. Also you could include a second level for specific SAP components.

How to create an organization unit:

1. From transaction ppoma_crm -->Goto -->Switch view to Genaral Attributes (BBP)

SAP Network Blog: Service Desk: Support team determination http://weblogs.sdn.sap.com/pub/wlg/7485

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2. In change mode select create organization structure


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3. Change the name and code and save

For the moment there is not Business Partner assigned to this new organization unit but call again /nppoma_crm and you will see a BP

number assigned:


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In transaction bp you can see this created business partner:

Note: it is very important that you get this Business partner number in order to continue with the customizing.

If this not the case, check the following:

Activate HR Integration: check that table T77S0, in transaction sm30, shows these entries:

HRALX HRAC X

SAP notes and apply them in case it apply:

997009 PPOME: Search help for business partners (valid to SAPKB70010)

1008656 Error message 5A XXX when you assign position (valid to SAPKB70010)

In SPRO check the information in points:

Create a Root Unit for Your Organizational Structure

Create Organizational Objects in the Organizational Structure


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4. Select Position and create it

5. Assign Employees to this new position

Step2. Description of customizing for automatically assigned to the first level support of all incoming messages for processing,

depending on the SAP component.

The Support Team is defined using determination rule CRM_DNO_1 (technical name AC 13200137).

This rule is triggered by an action, that is processed when a Service Desk message is saved. The rule bases the determination on

responsibilities. The assignment can be done, for example, using the SAP component.

Service Desk message--> transaction type SLFN-->Action profile SLFN0001_ADVANCED-->SLFN0001_ADVANCED_FIND_PARTNER

action definition --> method CRM_DNO_PARTNER_1--> Display

Call transaction Maintain Rule PFAC, choose determination rule CRM_DNO_1 from the input help (technical name AC 13200137),

maintain the rule. In the 'Responsibilities' tab, create a new responsibility using the corresponding button.


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Create Responsibility: select SAP component and Priority


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You can still find the first level support for all messages with components not equal to BC* and FI* creating a third responsibility with

priority 01.

The first level responsibility covers the SAP components entire namespace (A-Z), however it is dealt with as secondary because of

lower priority.


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To determine the support team, you must define corresponding organizational units and assign business partners in the organizational

model, use "Insert agent assignment" button:

Use the "Simulate rule resolution" button to ensure that a unique business partner is determined.


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The system carries out the determination if the support team field is not filled when the service process is saved. To ensure that the

system determines the support team in accordance with the rules defined above when the message is created, you still have to carry

out a change in Customizing:

Call transaction SPRO --> Choose 'SAP Reference IMG' --> Customer Relationship Management --> Basic Functions --> Partner

Processing --> Define Partner Determination Procedure.

Select the partner determination procedure "SLFN0001 Service Desk Partner Header" and choose "Partner Functions in Procedure" in

the tree structure in the left-hand screen.


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Select "SLFN0003 Support Team (CRM)" and ensure that the access sequence in the "Partner Determination" is empty.

Support team determination via other aspects

Also you can use the determination rule CRM_DNO_1 (technical name AC 13200137) to select the support team through the following

aspects:

See also:

https://www.sdn.sap.com/irj/sdn/thread?messageID=3189138


Via access sequence for the support team determination based on your own defined rule, like the country of the key user for example,

using an own access sequence and BAdI COM_PARTNER_BADI:

Note 812385: Partner determination using COM_PARTNER_BADI and access seq

Note 1041455 - Partner dependant actions are not executed (2)

See also:


https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=144844

https://www.sdn.sap.com/irj/sdn/thread?forumID=156&threadID=313122

Other interesting information can be found in:

https://www.sdn.sap.com/irj/sdn/thread?messageID=3235033#3235033

Dolores Correa is a technology consultant for SAP Spain.

Your comments and experiences about the contents of this blog are very welcome.

Comment on this weblog

Showing messages 1 through 20 of 20.


10 of 15 19/08/2010 16:35

Titles Only Main Topics Oldest First

custom development and custom components

2010-08-04 10:28:26 Miran Mercun Business Card [Reply]

Hi,

Team determination works quite well. We have some custom development, so we would like to define and add new component. Is

this possible?

Thanks in advance!

Miran

Solman 7.00 EHP1

2009-11-06 10:52:23 jorge velasquez Business Card [Reply]

Hi,

Can I use this information for Solution Manager EHP1?

Solman 7.00 EHP1

2009-11-09 22:55:00 Dolores Correa Business Card [Reply]

Hello,

My solman test system is now in EhP1 and still this is working correctly :-), so the answer is yes, you can use this information

for Solution Manager EHP1.

BR, Dolores

Solman 7.00 EHP1

2009-11-13 12:00:48 jorge velasquez Business Card [Reply]

Dear Dolores,

Please help me with some doubts I have respect the configuration of service desk.

1)check the following thread I've created

http://forumsa.sdn.sap.com/thread.jspa?messageID=8410747�

There you can see my last question

2)How I can delete de messages in solution manager?

Best Regards

Implementing this functionality for Issues

2009-09-09 16:00:36 Anwer Nomani Business Card [Reply]

I have tried to use these instructions to determine Employee Responsible (Processor)for Issues functionality in Solution Manager

but I am getting the following error:

Processing CRM_DNO_PARTNER_1 Is Started

Incorrect parameter transfer ()

Action could not be successfully executed


11 of 15 19/08/2010 16:35

I am passing Rule AC13200137 and PArtner Fct 0000014 (Employee Responsible) instead of SLFN0003 to the

CRM_DNO_PARTNER_1 method.

I have made appropriate adjustments to SLFI0001 profile as suggested.

Your help would be greatly appreciated.

Thanks

Helped me alot

2009-01-28 21:03:44 Hari Krishna Sunku Business Card [Reply]

The step by step process its really helped me alot. Thank you very much.

Great Blog

2008-08-14 07:38:07 Sathiraju V V Ramana Rao Business Card [Reply]

Thanks to the Author of the Blog and it made our life simple and happy.

It helped me a lot and i request to continue this kind of information helps us to learn better and perform.

Thanks once again,

Ramana Rao

Very nice....

2008-07-11 15:12:42 Cesar Aranda Business Card [Reply]

Hello Dolores,

Your topic helped me 100%, and I am grateful for this, now I shall try to understand why the mails are not getting out and see your

blogs to find out.

On the other hand, there is a slight disagreement between Bruyneel Guillaume and you about whether to place Prtnr Det/Acc Seq.

or not:

He says: "...Select the line starting with SLFN0001. Double Click on Partner Function in Procedure. Select the Partner Function

"Support Team", and click Details.

In the detail view only change the Partner Determination/access Sequence to the one we've just created. Save your entry..."

whereas you say: "...Select 'SLFN0003 Support Team (CRM)' and ensure that the access sequence in the "Partner Determination" is

empty..."

His worked fine, your worked fine... but what is the difference I cannot see between comments on the same subject?

I would appreciate your advice.


12 of 15 19/08/2010 16:35

Cordialmente,

Cesar Aranda @ [email protected]

ZLFN instead of SLFN

2008-03-20 04:27:58 Srini Radhakrishnan Business Card [Reply]

Hi Dolores,

Excellent blog and I am certain to visit this page again. Thanks.

I have a query - though not exactly on the same topic. Would be very grateful if you can help me on this:

Is it possible to configure Service Desk such that Transaction Type ZLFN gets triggered for Support Messages created from within

Solution Manager (SOLAR01, 02, NOTIF_CREATE or from Test Workbench) while SLFN is still used by Support Messages coming

from Satellite Systems.

Warm regards,

Srini

Support Team issue

2008-02-25 11:04:53 Pedro Pacheco Business Card [Reply]

Dear Dolores,

I've two issues that would apreciate your help:

1-After following all your blog steps the action "SLFN0001_ADVANCED_FIND_PARTNER" is not being triggered automatically, and

only after saving the message, the Support Team field get's filled. Do you have any suggestion of how to pass thru this issue?

2- After performing all this blog configuration steps in both clients of my solution manager system, my production one loosed the

"reported by" automatically filling option. I've double checked all my configurations, confirming both clients are equal. Do you have

any idea of what might be happening?

Thanks in advance

Support Team issue

2008-07-17 23:13:41 Cesar Aranda Business Card [Reply]

Hello, I am betting towards the action definition and profile conditions... like... it would be better to choose something like...

"immediately processing" rather than "save after processing", it if makes sense and works... please "ok" me at

[email protected]... B.R.s Cesar

Doesn't show support team

2007-12-20 05:35:37 Basis Consultant Business Card [Reply]

Dear Dolores,

Your document is very useful. Only the Org BP is coming in all the messages as a Support team. I have created support teams

under the org BP and defined them in Rule 13200137 in PFAC t-code. Can you please let me know how to rectify this?

Support Team Determination

2007-12-16 21:44:59 Parthasarathy Kothandan Business Card [Reply]

Hi,


13 of 15 19/08/2010 16:35

The information you have provided is very useful.

The screen shots are not getting displayed. Could you please re post it, so that many folks in the SAP world would get benefited.

Rgds

Partha

Support Team Determination


Hello Partha,

I can see the screen shots connecting as Guess user, could you try again?

Anyway I will send you the blog via e-mail.

Best regards,

Dolores

Partner determination

2007-10-08 17:08:36 Jean-Pierre Hadjiandreou Business Card [Reply]

Great blog, thanks!!!

When I do the simulate, its working correctly, but when I look at the service desk message, I have an error on the transaction data

sub-tab 'Actions', it could not determine the partner.

Any advice is appreciated, thanks!!!

JP



Hi JP,

Send me please the action tab screenshot and also, select the action with the error and send me the processing log and the

details of each error to [email protected].

Best regards,

Dolores


2010-04-26 10:49:39 Saqib Mukhtar Business Card [Reply]

Hi Dolores,

I sent you an email with the screen shot where I have an issue with SAP Component. When I run it under PFAC t-code it

says "no agent found" and I don't see the Support Team in the message either so please help me to solve this issue.

Thanks

Saqib Mukhtar

Grafics not visible

2007-10-07 23:45:46 Riccardo Escher Business Card [Reply]

Hello Dolores,

a very interesting blog, but I cannot see any screenshot (they seem hosted on telefonica.net).


14 of 15 19/08/2010 16:35

Bye

Riccardo Escher

Grafics not visible


Please try now!! thanks :-)

Grafics not visible

2008-03-07 14:06:03 Mohammad Mazher Business Card [Reply]

Can u E-mail me the details

Thanks

Showing messages 1 through 20 of 20.


15 of 15 19/08/2010 16:35

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