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tracking partners in a service transaction !!!

Former Member
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Dear friends,

My requirement is that i need to keep track of all the partners for a particular ticket\transaction ..

I know when u view the ticket under "transacation data " Tab "Partners " i can see all the partners of the ticket..

But consider that the ticket is being assigned to particular msg processor, but this msg processor assigns the ticket to another processor, the messge processor is the new msg processor and the old msg proc is overwritten and so when i look into the partners tab i cannot see the OLD partner bcoz its now being overwritten by the new partner...

I tried out going to SPRO-> define partner determination proc->slfn0001->partner functions in procedure-> partner function message proc-> details.

i Selected all permutations and combinations by altering

two fields : number of occurences (low) and number of occurences (high ).

Still old partner is getting overwritten ...

i need to keep track of all mesage proc who worked on the ticket..

i need to keep track of all the partners "old as well as new "

Plz help ASAP

Message was edited by:

Suzzane Dsouza

Accepted Solutions (0)

Answers (1)

Answers (1)

Former Member
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Change documents. Open the ticket in CRMD_ORDER, goto menu Extras>Change Documents. Gives you what was changed when by who. Good luck.

Former Member
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This is one of the solution and i thank u for dat, but when i used solman 3.2 and when the partner (msg proc or key user ) was changed then in the partners tab we used to have a list of the partners involved in the ticket ??

With solman 4.0 is it not possible ??

There should be some configuration made, plz let me know

Plz reply back, points are still to be had..

Tnx in advance...

Former Member
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Dear Suzzane,

You can have more than 1 Message processor in your "partner" tab in the service transaction. You set this customizing in Partner procedure -> partner function message processor -> set maximum to whatever you need.

This way, you can have a list of all Message processor who has been working on the service transaction.

regards,

anthony

Former Member
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Hey ATC,

I coulnt get it,

Can you give the path in SPRO, where can i configure the same..

Former Member
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Hey Suzzane,

The IMG path is:

CRM-> Basic functions -> Partner processing ->Define partner determination procedure.

Then select the partner determination profile you're using in your transaction.

Select partner function you want. (message processor). Then set the max. to whatever you want. 100 orsomething.

regards,

anthony

Former Member
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Hey ATC LIM,

I had already done it.

It does not work..

I had set that (MAX) to three.

Still When you change a Msg Processor, the old msg processor is overwritten, and new Msg processor comes in and in the partner tab, you cannot see the old partner..

However when you directly go into the partner and manully add another Msg proc, then that Msg proc gets added..

Any other Workarounds..

Former Member
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Hi,

The only solution I know is by filling one or more message processor thru the partner tab. (transaction data tab). The normal/standard Service Desk process only allows 1 message processor processing the message. So that means only 1 message processor can be added on the header level (fast entry screen).

It is possible in a certain scenario 1 or more message processor has processed a message. In this case you can add them in the partner tab.

regards,

anthony