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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Applies to: Applies to Solution Manager 7.0, Enhancement Pack

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

Fairfax Water Created on: 27 December 2010 Author Bio Tammy Powlas works for Fairfax Water, is

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.

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Solution Manager Service Desk Support Team Determination

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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Solution Manager Service Desk Support Team Determination

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:

for partner determination should be as follows: IMG: Setting for procedure SLFN0001 SAP COMMUNITY NETWORK SDN

Setting for procedure SLFN0001

should be as follows: IMG: Setting for procedure SLFN0001 SAP COMMUNITY NETWORK SDN - sdn.sap.com |

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Solution Manager Service Desk Support Team Determination

Detailed Steps Transaction: PFAC

Support Team Determination Detailed Steps Transaction: PFAC Enter rule 13200137 and click Change or the Pencil.

Enter rule 13200137 and click Change or the Pencil.

PFAC Enter rule 13200137 and click Change or the Pencil. Click the Responsibilities tab. SAP COMMUNITY

Click the Responsibilities tab.

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Click Create button. Enter object abbreviation, name, and start

Click Create button.

Service Desk Support Team Determination Click Create button. Enter object abbreviation, name, and start and end

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

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Enter the desired components. In our example, we will

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

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination To assign positions/users, click the assign button or right-click

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

click the assign button or right-click and click assign. Select Organizational unit and press ENTER. SAP

Select Organizational unit and press ENTER.

click assign. Select Organizational unit and press ENTER. SAP COMMUNITY NETWORK SDN - sdn.sap.com | BPX

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Solution Manager Service Desk Support Team Determination

Press ENTER and select desired organizational unit.

Press ENTER and select desired organizational unit. Press ENTER. Click CREATE SAP COMMUNITY NETWORK SDN -

Press ENTER.

ENTER and select desired organizational unit. Press ENTER. Click CREATE SAP COMMUNITY NETWORK SDN - sdn.sap.com

Click CREATE

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Then you can see the assignments in the responsibilities

Then you can see the assignments in the responsibilities tab.

you can see the assignments in the responsibilities tab. Click SIMULATE to test SAP COMMUNITY NETWORK

Click SIMULATE to test

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Enter PS* in SAP Component. SAP COMMUNITY NETWORK SDN

Enter PS* in SAP Component.

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Solution Manager Service Desk Support Team Determination

Solution Manager Service Desk Support Team Determination Press ENTER and the agent is found. After following

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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Solution Manager Service Desk Support Team Determination

Related Content

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Solution Manager Service Desk Support Team Determination

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.

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