Skip to Content
Former Member
Feb 18, 2016 at 09:34 AM

Two custom transaction types for service request - good or bad practice?


Hello, experts.
We are using solution manager 7.1 for our service desk. We have copied the standard SMRQ into ZMRQ and we are offering two ways of creating a service request - from a WebUI and directly from the ERP system using Help -> Create Support Message. The problem is the following - our support team determination is based on a category and is done using the FDT rule. When you create a ticket directly from the system however, the category is blank, and thus no support team is determined. Trying to assign a support team to a blank category in BRFplus works only after the first saved changes to a ticket, but not immediately upon creation.

That is why we had an idea to create one more transaction type, YMRQ alongside ZMRQ, so that a ZMRQ will be created from the WebUI, and YMRQ from the system. It will allow us to assign a support team using a BAdI. Is it a good or a bad practice? Is there a better solution that does not include creating two transaction types?

Any help would be appreciated.

Thanks in advance,