Rule Modeler to dispatch incident message

[Former Member]

Hi expert,

i would like to ask how to dispatch service desk incident message to second level support with Rule Modeler.

does anyone have an example how to set rule condition based on following situation :

if service team is Support desk level 1 or

Recommended priority is high or

Recommended priority is very high then

forward incident message to Support desk level 2

Best Regards,

Rony Jusuf

[Former Member · Accepted solution]

Hi Rony,

Check the below document in the pg- You define the condition for CRM components, as shown below.

Support Team Determination via Business Rule Framework plus - SAP IT Service Management on SAP Solut...

And press + and add the corresponding support team.

Rg,

Karthik

[Former Member · Accepted solution]

Hi karthik thx for your quick response, but is that guideline for using BRFplus ? is it the same thing between BRFplus and Rule moduler (from link Service Operations -> Rule Policies) ?

Best Regard,

Rony Jusuf

[Former Member · Accepted solution]

Hi Rony,

Rule policies ->  AI_CM_CR_RFC_STE will handle Approval procedure in ChaRm request for change.

Normally in ITSM support team detemination will handle by BRF+ .

Both are different.provide the detail requirment

Rg,

Karthik