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Former Member

Find Support Team Responsible, when message created

Dear

Please looking the solution!

Its indeed to write to get help which were try to solve myself by the disccsed on SDN and provided solution on SMP.

I am using SP22 on my Solution Manager which believe is latest and all notes are highly versioned.

The Organization Model are delivered Model which has the 1st and 2nd level support in hierarchy.

O Service Provider

O Service Desk

S Service Manager

O 1st Level Support

S 1st Level Support Employee

BP Position

US User-employee

I have found that above Organization are without the business parter, the Business Parters fields are empty and i am not able to define the business parter for the Organization as i saw in the demo on the RKT.

I did not find any business parter of the organizatin in BP therefore, i created 1 organization BP as rule of Sold to Party but did not map with above ORG and not help.

Also, I have defined in sold to party in the IB52 select the source system and goto parter.

I have maintained the solution like 1st Leve, 2nd Level falls into 2 responsibility are SD* ; BC has different priority.

1st Level team has the 1 priority and the others rest 2 and 3.

I am able to find the agent of component by the "Simulate Rule Resolution" like SD component find the SD team, BC component find the BC team and finally FI team able to find the 1st Level team.

when enduser create the message from the PRD client its logged to the Incident Managed but actions having the "RED" find support team responsible when message created.

Please remembere i am using the SP22 EHP1 on Solution Manager. I try to search the service desk configuration guide for the SP22 / SP21 but did not find yet.

I am very confused with lot of and different solution.

Waiting the perfect answer of problem!

Regards

Anwer Waseem

SAP NetWeaver Basis

Edited by: Anwer Waseem on Apr 23, 2010 2:53 PM

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    author's profile photo Former Member
    Former Member
    Posted on Apr 23, 2010 at 11:59 AM

    Hello Guys!

    Still waiting the solution!

    Please share your experience to close the issue!

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