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Person responsible not showing in Solution manager when ticket is assigned

Former Member
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Hi all,

service desk is configured & apparently person responsible is not being assigned for the ticket raised

through satellite systems.

Accepted Solutions (0)

Answers (6)

Answers (6)

Former Member
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Hi Rahul,

have you try to follow this blog?

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

basically you can use the same customizing step at blog to automatically assign Message Processor when message created in Solman system.

Former Member
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Hi Guys, Automatic Partner determination is not happening when user is raising message ....& this not yet resolved.

Planing to raise a message to SAP , pretty confused what exact component needs to be selected.

Thank you all for previous inputs

Former Member
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Hi all,'

I have done all the following & its still the same, what i mean is when a user raises a ticket it should be assigned persoon responsible automatically. (with out assigning manually)

regards,

rahul

prakhar_saxena
Active Contributor
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It seems ur talking about Support team assignment

Check the following weblog for the same

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

Hope it answer ur query and resolve ur problem

Regards

Prakhar

Former Member
0 Kudos

Hi All,

Thanks for the help but the issue still remains the same. We are able to create the support message successfully but the system is not able to determine the Message Processor (Person Responsible) automatically based on the SAP Component for which the message is created.

Any help is highly appreciated.

Thanks and Regards

Rahul

Former Member
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Hi

All the users in Satellite systems should be created as Business Partners in Solman with the role Business Partner general.

Maintain the values as follows under identification tab page

ID type :CRM001

Identification number as

<SID of the satellite system> <installation number> <working cilent of satellite> <sap username>

This will solve your issue

Former Member
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Hi,

Please ensure the BP no. for the satellite person is created, also needs to have the EMPLOYEE role in your solman system

Cheers,

SH

Former Member
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Hi,

Check the Patner determination procedure configuration.Check the setting in node in which you assigned to person responsible whether it is the person who is creating the message or solving.

Check in

SAP Solution Manager---ConfigurationScenario-Specific Settings-Service Desk--Node text not found-Partner Determination Procedure.

Check the definition of partner & assignment also.

Regards,

Raj