Support Team Determination

[vsat]

I have created as per the Blog

I have choosen with priority 01 and responsibility SAP Component + Sold-to party Country attributes.

Once i create Msg (from Help-create support message) and logon to the Service Desk (SolMan) crmd_order and change mode support team is not picking up automatically and F4 function gives me all the system users list.

Please guide me what r the activities i need to do get automatic support team determination?

Alex

[Former Member]

Dear Fr,

R u using the standard action profile.

Also click transaction data tab and check for action Automatic Support team derivation.

IF this is red click the error log button and view the problem.

This action called the PFAC rule which u have modified.as per ur need..might be some..132*****7

Check and pls let us knw .

Please assign pt if it helps.

[vsat]

Hi Prakhar Saxena,

Thanks for the guidance. Yes I used the copy of the Standard Action profile "SLFN0001_Advanced'

there is no action log or errors in the Transaction Data --> Actions & there is no error shown.

When i go to the Transaction Crmd_order and retrive the support message number [which was created via Help-create support message number] go to change to process (changing user status e.g Work in process) etc. The observations are..

Sold-to party and Reproted by came automatically but not the Support Team

I used an action definition and processing method (conditions)

ZLFN0001_ADVANCED_FIND_PARTNER - processing type and method Method Call-CRM_DNO_PARTNER_1

Rule - AC13200137, Partner_Fct - SLFN0003

Action details: Partner determination is Checked with partner function SLFN0003 - Support team.

This is the brief about all the activities i have done as per the blog.

Is that i should maintain Support team (org unit in service desk) with any specific role means apart from BP Gen and Org Unit. If so how i can make them.

Please guide me about this.

Thanks and Regards,

Alex

[Former Member]

Hi Alex,

When you're in the support message, go to the tab 'Actions'. Is the action 'When message is created, find Support Team automatically' succesfully executed? (i.o.w. does it have a green block or a red stoplight in front of it?)

If it has a red stoplight, check the processing log (the light colored scrole icon) and copy/paste the results here. If it has a green stoplight but no Support Team is entered, check the determination log (the darker colored scrole icon). Check the determination of the rule and see if it indicates conditions not being met or something similar.

Look forward to seeing what you find in the logs.

All the best,

Patrick