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Service Desk - Support Determination error

All:

When I create a customer message in a satellite system using help -> customer message, the support team is not automatically determined.

Based on related threads I have checked the following:

1. The organization model is defined and the attribute country US is set and inherited throughout the tree.

2. Partner detemination procedures -> Partner function is procedure : the access sequence is left empty

3, In Tcode PFAC_RESPO (AC 13200137), I have created responsibilities/rule for automatic partner determination, such that based on the SAP component during message creation the teams are assigned in service desk. The simulation in solman works, but during actual message creation the teams are not determined.

Please advise.

Thanks

S.

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3 Answers

  • avatar image
    Former Member
    Mar 09, 2009 at 08:09 PM

    Hi Shabnam,

    You have to assign the support team to the IBase once you created the rules and responsibilities.

    Go to IB52->Enter Installed Base as "SOL_MAN_DATA_REP" or "1" and choose continue.

    Select the Satellite System with the client(from where message is created) and choose "Partner" from menu "Goto". Enter the BP of your support team to "Service Employee Group".

    Also double check in PFAC; whether you have assigned the agent for the resposibility by choosing the button "Insert Agent Assignment"(BP of your support team).

    Hope this may help you.

    Regards,

    Sanjai

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    • Sanjai,

      I made the IB52 settings like you suggested, it helped.

      I still have a problem though with one of the responsibilities. "Find First Level Support Team" works, "Determine BC Team using SAP Component" doesn't.

      _____________________________________________________

      The following is how the responsibilities are set up:

      Rule 13200137 CRM_DNO_1

      Responsibilities:

      Determine BC Team using SAP component : priority 02: SAP Component : BC*

      Assignment: Basis Team (Org U)-> Basis Support Team(position) -> Shabna (User)

      Find First Level Support Team: priority 01: SAP Component: A* to Z*

      Assignment: 1st Level Support (Org U) -> 1st Level Support Employee (position)

      ________________________________________

      The following is the Org structure:

      Org Structure:

      XXX Service Desk (O)

      Service Desk (O)

      1st Level Support (O)

      1st Level Support Employee (P)

      2nd Level Support(O)

      Basis Team(O)

      Basis Support Team (P)

      Shabna (U)

      Security Team(O)

      Security Support Team(P)

      Shabna(U)

      O - Org Unit

      P - Position

      U - User

      Where am I going wrong?

      Shabna

  • Mar 10, 2009 at 03:41 AM

    Hi,

    Open your Message and go to Transaction Data, Actions Tab.

    Ther you can see the logs for the action. Copy them and post it here.

    Feel free to revert back.

    -=-ragu

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    • Ragu,

      Here is the action log:

      Date: 09.03.2009 Time: 17:18:48

      Processing CRM_DNO_PARTNER_1 Is Started

      Incorrect parameter transfer ()

      Action could not be successfully executed

      Thanks

      Shabna

  • Mar 17, 2009 at 01:04 PM

    This is resolved. I was not maintaining the country attribute throughout the org structure. Did that and it worked fine.

    Thanks

    S.

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