Solution Manager 7.2 SP11 ITSM Support team issue

[former_member669419]

Dear friends

I am doing the solution manager 7.2 SP11 IT service management configuration, i hava create two support teams,one is 1st support ,the other one is 2nd support, So what I want to do is when the end user report an incident ,it will be received by the 1st support team ,if the 1st support team can not solve the issue , it will dispatch to 2nd support,but during my test of this scenario, i can't choose the 2nd team (means can't find the 2nd support ),i don't know why ,i confirmed this is not authorization issue,my be is configuration ,Does anybody know the question,thank you very much !

Best Regards,

Hayden.liu

[former_member303080]

Hi Hayden.liu,

in the ITSM wiki you find a guide how to set up support team determination via BRF+.

In chapter Chapter 4.1 you will find information how to set up the organizational model. Please check if you have done it correctly.

How to define a dispatch button for the 2nd Level can be found in Chapter 7.2.1

Kind regards,

Daniel

[former_member669419]

Dear Daniel，

I had according the ITSM wiki Chapter4.1 to configuration ，but I can't understand it 。currently，the dispatcher（1st） can not choose the 2nd support team option manually，this is means it can't found the 2nd support team name ,through i had create the organazation in system.

Best Regaeds,

Hayden.liu

[YTHO]

Hi,

for ad 2):

Node for checking your "partner determination profile" of your transaction: Customer Relationship Management --> Transactions --> Define Transaction Type.

Node for checking your partner determination profile: Customer Relationship Management --> basic functions --> partner processing --> define access sequences.

Best of luck,

Yee-Tee

[YTHO]

Hi, you'll need to check the configuration. Two options:

1 - personalize or configure your screen and add assignment block parties involved. This gives you another view to maintain the business partners such as support team.

2 - check your customizing with tcode SPRO. you'll be looking for partner configuration (node: CRM; basic config; partner profile of the order type you are working on). Probably it's limited to 1 and even non-changeable.

Change it to changeable.

[former_member669419]

Dear Yee-Tee Ho,

Could you give me some screenshot and description about the detail node information ,I can 't find the path that you have provided for me ?

Best Regards,

Hayden.liu