on 01-08-2010 6:24 AM
Dear All,
How do you i perform the delegation of service desk messages in solution manager ?
Message processor will assign the messages to some other person before he/she goes on leave but what will happen to the newly assigned messages? (Processor is auto determined)
Is there any process thorough which message processor will assign substiute for a particular period ?
(like we normally do in R3 for processing workitems)
I tried to search the forum with the substitute or delegation word but was unable find the relevant thread. So posting a new thread.
Best regards,
Vinod.
HI
yes it is possible goto solman_workcenter
and incident management
on the left side choose the my subsititue (Unders Common tasks) and period for the leave or unavailable
all the messages then transfeered to the new person even it is new message which is posted goes to this person
Hope query solved
Regards
Prakhar
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Thank you.
I found this but does it works with the service desk messages ?
Or incident is nothing but the service desk message ?
I am really sorry if i am asking a silly question but i am very much new to solution manager.
Yesterday my dev system was refreshed so couldn't try this and also work center setup is incomplete.
I shall check within few days and then can confirm the same.
regards,
Vinod
Hi digesh,
Service desk and incident management are the same
Yes it is an old functionality and even was working earlier than workcenter
if ur workcenter is not workign no issues just goto BP for the person and then click tab relationships
now choose is replaced by and then bp for the new person who is replacing.
and similarly check or maintain REPLACES old person BP in the relationship tab of bp of the new person.
This is the idea and crux of ur solution which uses BP Relationship functionality
Hope ur prb is solved completely now
Regards
Prakhar
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