Problems with Service Desk: Support Team Assignment

[Former Member]

Hi,

I'm having a problem with Support Team assignment, in PFAC the test run Ok, but when a client opens a Service Order, it gives this error:

Green - Date: 12.05.2010 Time: 19:22:03

Green - Processing CRM_DNO_PARTNER_1 Is Started

Red - Role or rule does not exist

Red -Action could not be successfully executed

Another thing, I'm using the standard Rule in PFAC, but doing a debug to the action AI_SDK_STANDARD_FIND_PARTNER with the implementation CRM_DNO_PARTNER_1, I can see that the rule variable is empty!

Any clue?

Thanks,

Rui

[Miguel_Ariño · Accepted solution]

Hello,

Please make sure that the containers for the action are:

RULE: AC13200137

PARTNER_FCT -> the relevant partner function in your partner schema.

Best regards,

Miguel Ariñ

[Former Member · Accepted solution]

Hi, tks for your reply, but all that is ok!

[sunny_pahuja2 · Accepted solution]

Hi,

Check this blog:

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

Thanks

Sunny

[Former Member · Accepted solution]

We've found that a container is empty, because the ID he's searching in table swjpcdef, it's not there.

I already try that blog and it still doesn't work.

Tks

[sunny_pahuja2 · Accepted solution]

Hi,

which container is empty ?

Thanks

Sunny

[Former Member · Accepted solution]

The action to determine the support team can't find the rule.

It seems that something is missing, to connect the action to the rule...

[Miguel_Ariño · Accepted solution]

Hello,

If you go to action AI_SDK_STANDARD_FIND_PARTNER, node 'processing types', please check that there are the following values when you display the 'processing parameters':

RULE: AC13200137

PARTNER_FCT -> the relevant partner function in your partner schema.

Did check this?

Best regards,

Miguel Ariñ

[Former Member · Accepted solution]

Yes, I have checked that.

I've created a Z from the standard action, and now it works, I mean, the support team is allready determinated, but it still shows a error in the service order. It's very strange...

[Miguel_Ariño · Accepted solution]

Hello,

When the team is already determined, the action will not be executed and show an error. You don't need to be worried about the subsequent errors, if the first run of the action was successful.

Best regards,

Miguel Ariñ