Issue in solution manager service desk message

[Former Member]

Whenever i open a support message thriugh CRM_DNO_MONITOR,i see some terms of which i have no idea.These are:

Sold to Party

support team

message processor.

Can anyone help me in explaining those terms

Regards

Praveen

[Former Member]

Hi Praveen,

Sold to party will be ur company x who is providing support.

secondly,

support team say u have a basis team so a common id/business partner say BASIS team wil serve the purpose having group mailbox(e.g having MR A B C).

Once the issue is assigned to MR A (SAY for e.g)thn the

messaage processor or the actual person(say Mr A) will work upon it.

Later when reports are generated then we come to know that issue is functional or technical or basis dep upon support team and who is working upon it currently ,using message processor value.

As these are CRM basics,pls go thru CRM help to know more

.

PLEASE REWARD POINTS.

Edited by: Prakhar Saxena on Jan 31, 2008 9:52 AM

[Former Member]

Hi,

the sold-to-party the way I have used with any of my customers is to use their company for it. In IB52 you can assign the sold-to-party to each system and when the service desk message is created, it fills this entry automatically.

With Support Team you can use as well, if you have different testing groups, which is just another example.

Markus

[Former Member]

i am still not clear with sold to party and support team.

lets say i am from company x and i have implemenetd SAP for company Y.Now who wil be the sold to party and who should be the support team,also why should a message processor and support team different.

Regards

Praveen

[Former Member]

hi praveen,

Actually these are business partners.

Sold to party can be an organisation say ur company which is providing support

support team is the team of emp of above org providing support

message processor is the actual person working on the issue.

Please reward points for the same.