on 11-02-2008 12:17 PM
Hi Dear All,
I am having a requirement like this: In my company we are using Support Desk for internal process. Whenever Support Desk Ticket is created(Reported By/User) It will be assigned to a Message Processor, this Message again he is Reassigning the ticket to next Processor By Manually Changing the BP No in the Message Processor field.
My Requirement is how we can automate this Process using Status Profile OR Action Profile, so that when saving the new message processor is picked automatically. Can any body help me. I am new to this Field. Please help me.
Points will be awarded.
Thanks In Advance
Regards
Sharanappa
From where should the system know the new message processor?
Markus
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The default concept uses SAP components - users create messages in the satellite system, the component is set automatically and this determines the processor.
If you use a different approach of creating messages then you need to customize your system (and probably develop extensions/user exits).
I suggest you get a good CRM/Solution Manager consultant on site and talk to him, that topic can´t be solved by the delivered standard.
BTW: Because it is so complex to do exactly that, we are looking for a different software product because we want to implement one service desk tool for all IT (including PC helpdesk, network group etc.) - not only for SAP.
Markus
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