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Former Member

What is the position in Solman ITSM Support Team

Hi,

I have a question regarding support team in Solution Manager ITSM Support Team?

Actually, I don't know CRM concepts well.

For this reason, I don't know what is the position in ITSM Support Team.

How to explain it ?

Best Regards,

Eunhwa

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2 Answers

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    Former Member
    Oct 20, 2015 at 12:23 PM

    Hi Eunhwa,

    I would call Organization concept more related to HR and not CRM.

    Here you are creating an Org structure similar to any company where you have a pyramid like structure.

    In terms of ITSM, Please see below screenshot to understand better. L1 will be the one to get notified when a ticket is created. The flow of tickets happen from L1 to L3 depending upon the priority or criticality of the ticket. Or if it cannot be resolved.

    Each L1,L2 and L3 is a position which is to be filled using the business partner created and assigned to the users like message processor, etc.

    Hope this helps..

    Regards

    Aditya


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    • Former Member

      Hi Eunhwa,

      Please mark the question as answered if your query is resolved. If not please let me know if any help required

      Regards

      Aditya

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    Former Member
    Oct 21, 2015 at 12:24 PM

    Hi Eunhwa,

    Also check the following blog for configuration:

    Incident Management: Support team determination in Solution Manager 7.1

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

    Thanks

    Vikram

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