PFAC - Rule 13200137 / CRM_DNO_1 - Support Team Determination

[Former Member]

Hello Friends,

I have a issue in my rule 12300137. The rule was maked following these way:

- The rule only have 2 containers: SAP_COMP and REGION (structure ADDR2_DATA).

- In the "responsabilities" i create twice the same one only changing the REGION.

EX: Rsp01 - SD State 01 = the component is SD* with the region with state01 and support team SD01

Rsp02 - SD State 02 = the component is SD* with the region with state02 and support team SD02

In the simulate the rule works fine, but in the opening of the ticket, the support team determination doesn´t work, bringing this field in blank.

I created another rule dividing the States and placing them in the same action profile, but only works one rule.

Someone have any idea?

Thanks for all help.

Regards,

FS.

[Former Member]

Well,

The SAP Support don't resolved this issue. They only inform a BADI to be changed by a ABAP. This question is solved with a new development.

Regards to all.

FS.

[Former Member]

Hello everybody,

Someone can help me?

Regards,

FS.

[Former Member]

Hi Fabio ,

Myself also faced with the same thing . Other than SAP Component none other combinations will work out. Though you are assigning multiple responsibilities , it will consider the first one only or some times it will not determine the right support team.

Even i have raised an OSS to SAP - they responded as Consulting issue.

Finally - we ourself has gone for Development with Abaper.

If you could get it by standard way - please let me know.

My best wishes.

Amrita

[Former Member]

Hello Amrita,

So, i opened a OSS to SAP too. The attendant (Lisa) needs to access my Solman. Let's see whats happen now.

I will post the solution applied by SAP to solve my issue.

Thanks for your considerations,

Regards,

FS.

[Former Member]

Hi Fabio ,

Have u received any response from SAP For your requirement. Please update me im also waiting for your reply. Thank you.

Amrita.

[Former Member]

Hi Amrita,

Below the answer from SAP. I continue insisting that this correction must be maked through them, Lets see what they answers.

-

---

"Dear Fabio,

In the standard scenarion the support team determination works accordingto the component. This means that ONLY the component, and not another

determination rule. If you wish to determine support team depending on

the region then this is not the standard scenario.

Therefore may I kindly implore you to understand that the functionality

you are asking for is not delivered with the standard scenario. If you

would needs help in setting up your very own partner determination,

please kindly contact your own CRM consultant as this is very much

customizing and consulting directed.

Thank you for your co-operation,

Best Regards

Lisa"

-

---