Support Team determination - Catch all function

[MichaelGreulich]

Hello SAP experts,

I use the Catalog Subject, Code Subject and the Subject Code Group to determine the Support Teams. It is working really fine if I don't use the satellite system to create the message.

For these cases I need a possiblity to determine a support team, a kind of catch all function for messages without Catalog and Code Subject. I already tried "*" for SAP compont, but it didn't really work out correctly.

Can anyone please give me a good hint how to solve this problem?

Thanks for your help,

Michael

[Former Member · Accepted solution]

Hi Michael,

create a responsibillity with a priority lower than all other responsibillities.

Enter a '*' in every field (for priority you may have to use high-low numbers).

This should catch all messages which are not valid for your other responibillities.

Hope this helps,

Christoph

[MichaelGreulich · Accepted solution]

Hi Christoph,

thank you for your help.

My regular determination rules have the priority "02" now. I created a new "catch all" rule with all * except at the priority field. When I assign priority 01 to this rule it is not used, when I assign priority 03 it is used all the time when I do a test run.

I'm a little bit confused...

[Former Member · Accepted solution]

Hi Michael,

the support team determination works as follows:

It first checks all responibillities with the highest priority. If there is no responsibillity valid, it goes down to the next lower priority and checks there.

As soon as one valid responibility is found, it is used as result and all lower responsiblilities are ignored.

So it is normal that your catch-all responibillity is used every time if it has the highest priority.

If it is not used when it has the lowest priority, then at least one of the higher responsibillities must also be valid for your ticket!

Please check your responibillities and your test ticket data with these points in mind.

Greetings,

Christoph

[MichaelGreulich]

Thank you for your help. With the help of the SAP support I solved the problem.