on 01-03-2009 12:20 PM
Hello all,
A customer wants to use the service desk function of solman.
He made the setting following service desk configuration guides. Afterwards the endusers(key users) could report messages via work center, and they could see the messages they reported. However, the processors could not see the reported messages.
Could you please suggest what's the problem?
Best Regards,
Robin
Robin,
Are the message processor assigned to the message.
Is there any automatic assignment of the message processor.
Which variant are the looking into.
Check with CRM_DNO_MONITOR and open the ticket and confirm that there name is appearing in the ticket.
Pls assing pts
Regards
Prakhar
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Hello Prakhar,
Thank you for the reply.
No automatic assignment for message exists now. As the message be created, I supposed the processor could see it in workcenter - For processing by me / Processing by my team. Isn't it right? Must the reporter assign a processor for this message?(Is there anything like the message queue exist?)
And is there any relationship between reporter<-> processor?
Sorry, I'm a green hand on service desk.
Best Regards,
Robin
Dear friend,
If you choose Reported by me/Team link it takes the ticket having your business partner in the ticket which can be support team or message processor if you are not the reporter in the said case.
Now you need to have some sort of determination .So that whenver a ticket is created the reponsible person or team assigned to it.
you can check the following link for this configuration,
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
As I said earlier enter the transaction CRM_DNO_MONITOR this is standard tcode used for query on tickets.
Now via workcenter the links are variants of this transaction ...for .eg..so if you select mine this transaction it will show tickets in which your name or business partner is there.
This is a configuration or consulting Issue not the problem in the system.
Pls assign pts.
Edited by: Prakhar Saxena on Jan 5, 2009 9:44 AM
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