Dear Allwynn,
The issue is resolved.
What was happening is, after setting the Schedule conditions, the New support team (Suport Team B) is determined. But it was not getting updated as the standard code doesnot allow to delete the existing Support Team and update with a Newer one.
So with the help of CRM technical consultant, we have modified the standard code by taking a copy in such a way, that every time the FDT rule is called, the existing Support Team has to be deleted and updated fresh. This solved the issue.
Hi Shalin,
This is due to absence of Schedule / Start Coniditons for the actions created
Please navigate to
SPRO > SAP Solution Manager > Capabilities >ITSM > Define Action Profiles > Change Actions & Conditions > Define Conditions
This way the actions get triggered on for the specific user status and can be controlled with those conditions
Additionally,
It would also be helpful to check and Ensure the "Partner access determination procedure" allows the Team to be changed based on status change
Thanks,
Allwyn
Add comment