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How to determine Category Schema ID based on SAP component in ITSM?

Dear All,

I have a requirement as below:

The end users raise ITSM incidents from SAP level. Hence all they will be filling is SAP COMPONENT, PRIORITY, DESCRIPTION. In the CRM screen we have the Category schema which is not determined when incidents are raised from SAP level. I have written a BRFPLUS to determine Category ID based on SAP Components. The BRF simulation is working fine but it is not reflecting while creating tickets. i.e, Category is not being determined automatically based n SAP COMPONENTS. Kindly Help me on how to move forward in this automation process.

Thank you !!!

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2 Answers

  • Best Answer
    Aug 14 at 08:15 AM

    The requirement is resolved through customization. Not possible via standard configuration.

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    Former Member
    Apr 26, 2017 at 12:23 PM

    Hi Shalin,

    If the BRF Simulation is working as per your plan.

    Let me know if there is an Action Scheduled to identify the category while creating tickets.

    This is done by the action "SMIN_STD_FIND_PARTNER_FDT" which should be attached to your CRM / Solution Manager Transaction Type

    Thanks,

    Allwyn

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    • Former Member

      Hi Shalin,

      Kindly check if you have explicitly maintained Category schema mapped in your BRF

      (SAP Component to Category)

      Since the Category is text based & the BRF Rule must identify with Each Scenario to change in the UI

      Please post your screenshots of BRF configuration, Especially BRF Component to Category rules (Sample below)

      BRF Plus

      Thanks,
      Allwyn