solution manager service desk support team determination
TRANSCRIPT
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2010 SAP AG
Solution Manager Service DeskSupport Team Determination
Applies to:
Applies to Solution Manager 7.0, Enhancement Pack 1. For more information, visit theApplicationManagement homepage.
Summary
Using the Solution Manager Service Desk scenario, you can use the SAP standard organizationmanagement to set up automatic support team determination. This article will walk you through the steps onhow 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 andBITI communities. She is SAP-certified in FI, CO, BW, SEM and ASAP.
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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Table of Contents
Support Structure Automatic Team Determination ............................................................................................. 3Background: .................................................................................................................................................... 3Detailed Steps ................................................................................................................................................. 4
Related Content ................................................................................................................................................ 12Disclaimer and Liability Notice .......................................................................................................................... 13
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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
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 correctsupport 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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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Detailed Steps
Transaction: PFAC
Enter rule 13200137 and click Change or the Pencil.
Click the Responsibilities tab.
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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Click Create button.
Enter object abbreviation, name, and start and end dates.
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2010 SAP AG
Enter the desired components. In our example, we will select PS*. Click SAVE.
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2010 SAP AG
To assign positions/users, click the assign button or right-click and click assign.
Select Organizational unit and press ENTER.
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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Press ENTER and select desired organizational unit.
Press ENTER.
Click CREATE
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2010 SAP AG
Then you can see the assignments in the responsibilities tab.
Click SIMULATE to test
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SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Enter PS* in SAP Component.
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Solution Manager Service Desk Support Team Determination
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2010 SAP AG
Press ENTER and the agent is found.
After following these steps, you are set up for automatic team determination in Solution Manager ServiceDesk.
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Solution Manager Service Desk Support Team Determination
SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX - bpx.sap.com | BOC - boc.sap.com | UAC - uac.sap.com
2010 SAP AG
Related Content
Service Desk: Support team Determination
A workflow eye over Solution Manager Service Desk
SAP Help: Incident Management
For more information, visit theApplication Management homepage.
http://weblogs.sdn.sap.com/pub/wlg/7485http://weblogs.sdn.sap.com/pub/wlg/7485http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/20216http://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/20216http://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htmhttp://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htmhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttps://www.sdn.sap.com/irj/sdn/applicationmanagementhttp://help.sap.com/saphelp_sm70ehp1_sp23/helpdata/en/45/51fbdbd4941803e10000000a1553f7/frameset.htmhttp://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/20216http://weblogs.sdn.sap.com/pub/wlg/7485 -
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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 notsupported 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 andservices offered by SAP. You agree that you will not hold, or seek to hold, SAP responsible or liable with respect to the content of thisdocument.