Skip to Content
avatar image
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.

thanks,

SLM

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

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

    Regards

    Prakhar

    Add comment
    10|10000 characters needed characters exceeded

    • 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?

      thanks!

      SLM