Org units in service desk

[Former Member]

Hi All,

Request to clarify me on below:

One of our client had around 8 org plants what they want is to seperate the support desk messages raised from each plant.

Please give me an idea how to do this.

Solman 7.0Ehp1 is in use

Regards,

Jetendra

[Former Member]

Hi,

It is posible, please follow this guide,

[Solution Manager Service Desk Support Team Determination|http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/202cfee9-7ff5-2d10-a0b5-ff82aa482527?quicklink=index&overridelayout=true]

Thanks,

Jansi

[Former Member]

Jansi,

I'm not seeing anything in that document that let's you do it based on the location of the plant. What he is looking for is if the user is based in location XYZ and using t-code VA01, send to team#1, but if the user is at location ABC and uses t-code VA01, send it to team#2.

Jetendra,

One option would be to use your category field as your plant location, but this is only filled out if people come in to SolMan to fill out the ticket, not when they create them from within the satellite systems.

You can also do it by the assigned to the sold-to-party (a different one for each plant), but again, you can only assign one sold-to-party to a system in the iBase, so unless they are creating the tickets in SolMan, you wouldn't be able to assign different ones.

The one way to do it that may (will) have user errors would be to make the end user put and 3 letter code at the beginning of their support ticket subject. Something like:

XYZ: Short dump in VA01

or

ABC: Authorization request for VA01

You can create a rule based on the text in the subject field, and by making them include a colon in the name you can ensure they the string doesn't pick up false positives. Again this is very much error prone for the user.

You could also do some customization work to change the Help> Create Support Message code to look at the users location and add that to the subject field behind the scenes before sending the ticket to SolMan. But I've never seen this done.

Hope that gives you some ideas.

Jason