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,