Service desk configuration

[Former Member]

Dear experts,

i configure service desk successfully(windows 2008 rs,soultion manager 7.1,SQL database support.package 04). i able create message from sateillite systems  and it has been receiving solution manager.But my requirement is

A is MM user

B is SD user

If client raise message regarding MM related issue ,it should be reach user A only

If client raise message regarding SD related issue ,it should be reach user B only

C user can manage both user(A and B)

Is it possible? please help me to solve.

Warm Regards,

Prabaharan B

[former_member188977 · Accepted solution]

Hi,

you can assign users or ourganizational unit in two ways.

1) using BRFPlus (recommended)

2) using PFAC

http://scn.sap.com/docs/DOC-31396

if you wish that user C manage other users you can build the organization structure (PPOMA_CRM transaction) in order to that.

Regards,

IV

[Former Member · Accepted solution]

Hello IV,

I am strucked in BRFPlus. How to create role after after activate  decision table .

Because there is no creation of role opption. Please help me to solve.

Warm Regards,

Prabaharan B

[former_member694070 · Accepted solution]

Hi Prabhakaran,

Please refer the below link.

https://websmp201.sap-ag.de/~sapidb/011000358700000514582011E/ITSM_Guide_RuleEnginefinal.pdf

Hope this will be helpful.

Thanks

Kumar

[Former Member]

Hi Prabhakaran,

You can create an organizational structure for each group and then trigger mails to them when an incident is created.

Thanks,

Rajesh.

[Former Member]

Hello Rajesh,

how to create an organizational structure for each group and then trigger mails to them when an incident is created.plz give step by step procedure.

Warm Regards,

Prabaharan B

[prakhar_saxena]

Hi

basically you have to configure it in PFAC or BRF+ based upon SAP component which is the area for message like SD or MM etc

follow below blog for detailed config steps using PFAC

http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

hope it resolves

Regards

Prakhar

[Former Member]

Hello,

Thanks for your in time help. But i am unable see screen shot .please help me to configure.

Warm Regards,

Prabaharan B

[prakhar_saxena]

No problem

similar thing by diff author

http://scn.sap.com/docs/DOC-14688

hope ur problem is resolved

Regards

Prakhar

[Former Member]

Hi Prabaharan,

Please create an organizaational structute using https://websmp108.sap-ag.de/~sapidb/011000358700000514582011E

If you just want to create organizational structure, refer to chapter 4 in the above link.

Trigger a mail to them using smart form actions and scheduling condition.

Thanks,

Rajesh.

[Former Member]

Hi rajesh,

I already tried your PDF.but i unable to create RULE after create decision table.Because there is no option for Rule Option. how can i  assign rule for Organization level

Warm Regards,

Prabaharan B

[Former Member]

Hi Rajesh,

Please goto ruleset -> Edit -> insert rule -> create

Rg,

karthik