on 04-20-2009 5:57 PM
Hi all,
i'm trying to configure service desk scenario and I'm trying to configure the automatic assign of message processor when a key user creates a message, is this the standard procedure or I have to assign the message processor by hand each time a support message is created?
Following the guides provided by SAP I could create key user and systems automatically, create an OSS message but no processor is assigned ever, there's also the possibility that the key uiser select the processor but this is not what we want.
can you help me figuring it out witch is the standard behavior of service desk following the guideS?
thanks and best regards
Pedro Rodrigues
Have a look at IMG documentation for "Define Access Sequences" (CRMC_PARTNER_AS) and "Define Partner Determination Procedure" (CRMC_PARTNER_PDP). Both can be found in customizing section "Service Desk".
Regards
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Hi Pedro,
You can visit the following blog which helps to achieve the same using action definition calling one Rule for determing support team
/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination
Regards
Prakhar
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