Rule for select support team in service desk

[Former Member]

Dear All,

I found in solution manager standard partner detemination procedure, the rule 'AC13200137' is set by default for rule to find suppor team.

Is it a constant?

If not , how can I get this constant? ( By function module, by class method ? )

Best regards,

Lament

[prakhar_saxena · Accepted solution]

Gates,

What do you mean by constant .....Whenver a ticket is posted one action is running in behind for support team determination which in turn calling a RULE 'AC13200137'

This rule 'AC13200137' is standard which can be used to determine the value of your Support team based upon criteria like component etc.

Now this rule is blank initial you need to configure it as per ur requirement

Goto PFAC Transaction and here enter this no

goto change mode..responsiblitity tab and assign the resp based on selection

For e.g ..you can create a resp BC* and assign Z user to it ...so when a ticket is posted with BC* get the user Z assign to it in support team field.

Hope i clarified your doubt.

Regards

Prakhar

[Former Member · Accepted solution]

I want to use program to get the rule.

for example : cl_my_class=>my_method=>get_rule( ).

Then I get the rule AC13200137.

[prakhar_saxena · Accepted solution]

As I said earlier..

This action SLFN0001_ADVANCED_FIND_PARTNER ..is calling this method CRM_DNO_PARTNER_1

So instead of this you can copy it Z* action and then inside it call a method for you or the program for you.. based upon ur requirement

Regards

Prakhar

Edited by: Prakhar Saxena on Mar 20, 2009 2:30 PM

[Former Member · Accepted solution]

HI Prakhar,

Thanks very much for your answer,

but my question is how to get the rule 'AC13200137'?

[Former Member · Accepted solution]

Go to the action definition which Prabakar has mentioned, then open the "Processing Parameter" where you can see the rule 'AC13200137'

[prakhar_saxena · Accepted solution]

Dear Gates,

You can goto PFAC to see the rule enter here ur no...132* ..and it will displayed..

A brief overview about it..

You can use this rule to perform partner determination in the CRM

scenario or Solution Manager in the CRM transaction, to find, for

example, the responsible support department. Attributes from the CRM

transaction header and from the assigned support message are available

as container values.

You can use the function module

CRM_DNO_READ_PARTNER_WFRULE for rule resolution.

Hope know it clears ur doubt

Regards

Prakhar

[Former Member · Accepted solution]

Is there a function module to get these value If I know the action name ?

[prakhar_saxena · Accepted solution]

I mentioned above

[Former Member]

Hi,

You can find the standard partner determination for support message is SLFN0001.

You check the configuartion for partner determination in configuartion

SAP Solution Manager-----Configuration-Scenario-Specific SettingsService DeskNode text not found-Partner Determination Procedure.

Regards,

Raj

[Former Member]

Hi,

It is Rule, it will choose the appropriate support team amoung several teams based on the critiria i.e. Responsibility defined in that Rule.

Could you explain what you are meaning by term "constant". Or do you want to make a organization as a default support team for all support messages.

For further calrifications pls revert back

Regards

Naveen