Forwarding Incidents to a new team by the time it is created besides Categories.

[Former Member]

Hello experts, I have a request from the client, it is posible to automatically forward the Incidents to a second level support team based on the Categories and the time the Incident has been created (non business hours), right now we have the support team determined by categories only (BRF).

Best regards,

Paul

[Former Member]

Hi Paul,

I'm guessing that you can create Rules Policies with specific fileds and you can create a BADI for it.

I know that is besides BRF Plus, but in section 7.2.2 Support team determination via Responsabilites.

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

I hope it helpfull!

Kind Regards,

César Felce

[Former Member]

Thx Cesar, the client dropped the requirement.