Service Desk Support Team Determination · 2019. 11. 12. · Support Team Determination Applies to: Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit

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Solution Manager Service Desk

Support Team Determination

Applies to:

Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit the Application Management homepage.

Summary

Using the Solution Manager Service Desk scenario, you can use the SAP standard organization management to set up automatic support team determination. This article will walk you through the steps on how to do that.

Author: Tammy Powlas

Company: Fairfax Water

Created on: 27 December 2010

Author Bio

Tammy Powlas works for Fairfax Water, is a SAP Mentor and ASUG volunteer with the BI and BITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.

https://www.sdn.sap.com/irj/sdn/applicationmanagement


Solution Manager Service Desk Support Team Determination


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Table of Contents

Support Structure Automatic Team Determination ............................................................................................. 3

Background: .................................................................................................................................................... 3

Detailed Steps ................................................................................................................................................. 4

Related Content ................................................................................................................................................ 12

Disclaimer and Liability Notice .......................................................................................................................... 13



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Support Structure Automatic Team Determination

Solution Manager Service Desk can be set up for first level, second level, and even third level SAP support. Based on the system component of your message, the ticket can be routed automatically to the correct support team.

Background:

Prerequisites:

1) Support team is set up using organizational management using transaction PPOMA_CRM

2) Configuration for partner determination should be as follows:

IMG:

Setting for procedure SLFN0001



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Detailed Steps

Transaction: PFAC

Enter rule 13200137 and click Change or the Pencil.

Click the Responsibilities tab.



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Click Create button.

Enter object abbreviation, name, and start and end dates.



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Enter the desired components. In our example, we will select PS*. Click SAVE.



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To assign positions/users, click the assign button or right-click and click assign.

Select Organizational unit and press ENTER.



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Press ENTER and select desired organizational unit.

Press ENTER.

Click CREATE



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Then you can see the assignments in the responsibilities tab.

Click SIMULATE to test



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Enter PS* in SAP Component.



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Press ENTER and the agent is found.

After following these steps, you are set up for automatic team determination in Solution Manager Service Desk.



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Related Content

Service Desk: Support team Determination

A workflow eye over Solution Manager Service Desk

SAP Help: Incident Management

For more information, visit the Application Management homepage.

http://weblogs.sdn.sap.com/pub/wlg/7485

http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/20216

http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htm




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Disclaimer and Liability Notice

This document may discuss sample coding or other information that does not include SAP official interfaces and therefore is not supported by SAP. Changes made based on this information are not supported and can be overwritten during an upgrade.

SAP will not be held liable for any damages caused by using or misusing the information, code or methods suggested in this document, and anyone using these methods does so at his/her own risk.

SAP offers no guarantees and assumes no responsibility or liability of any type with respect to the content of this technical article or code sample, including any liability resulting from incompatibility between the content within this document and the materials and services offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of this document.

Documents

Service Desk Support Team Determination · 2019. 11. 12. · Support Team Determination Applies to: Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit