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Former Member

service dsk

hi all,

I have started configuring service desk in my Sol Man (Ent, EHP1, SP20) following the rkt-solman.

I have configured as per the rkt, but am not able to get the messages to the processor.

here is what i have done -

created org structure with 1st level support and 2nd level support under a root organisation. assigned employees to each of the support teams. (All in PPOMA_CRM)

I created a responsibility for 1st level support in PFAC

Now, when i create a message from the satellite, i can see the message in CRM_DNO_MONITOR when logged in with solman_admin user. But, I dont see any messages when I login with the 1st level processor id.

i have followed team determination procedure in rkt-solman.

If any of you have experienced the same, pls help. Any help would be really appreciated.



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1 Answer

  • Jan 14, 2010 at 05:35 AM

    Hi Jim

    If message processor logs in and in crm_dno_monitor press execute using my team tickets then only he can see the ticket belonging to his team

    Try this and let us know if there is any other prb



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    • Former Member Former Member

      i truly dont understand the logic. Is PFAC (responsibilty) assigning the messages to him, or the component the end user selects? can some one please explain to me?