Support Desk - Forwarding messages to other support units

[Former Member]

Hi there,

I have been exploring the Support Desk (Solution Manager 4.0) for a while, and there is this feature:

"d. Forward the problem message to the appropriate next support units."

Anybody knows how to do that?!

I mean, first instance, the message arrives, assigned to a "predefined" support unit, (BC or CRM support team, following SAP standard configurations) and according to determination rule 13200137 CRM_DNO_1 (this has to be configured). I have that. But, as I understood, we should be able to define other support units and from the Support Desk system, be able to forward the message to other support unit, to scalate the problem if we were not able to solve it or so on.

In my case, I work in an international company, so sometimes we are interested on forward our users inquiries to our headquares in Germany (before for example forwarding directly to SAP, if we are not able for some reason to provide the user with proper support).

I have already searched on the elearning maps from the service market, and sap library, these forums, and so on, but havent found anything.

Somebody has any clue how to set this up?! Please?!

Thank you very much in advance.

Kind regards,

Katia.

[Former Member]

Hi,

See the note 0000864195 .

May helps.

Thanks,

Amit

[Former Member]

hi there Amit,

thanks but I dont think that s a solution. This note refers to an error message and also it is meant for realeases 3.1 and 3.2. I am trying to find out how to set up a scenario, where support messages can be forwarded to other support units.

But thanks anyways.

Regards,

katia.