ChaRM: approving of a change request by various list of end users

[Former Member]

Dear, experts.

Can I customize ChaRM so, that before initiating change request a support message should be approved by by various list of end users depending on component (component A - list 1, component B - list 2)?

For example some end-user wants to change established business-process. In this process are involved other end-users, so to trigger changes he have to ensure that other end-users are agree.

can you suggest any profitable solution?

thanks in advance

[khalil_serrhini]

Hey talgat,

what you need is an action that uses pfac (it s a transaction for defining rooting rules). Thanks to this transaction you can define rules that will be based on different fields of ticket od crmd_order to assign the right person to the ticket

There is a standard action that does those kind of things called SLFN0001_ADVANCED_FIND_PARTNER of action profile SLFN0001_ADVANCED available in transaction sppfcadm. You ll notice that this action uses rule id AC13200137. Well you ll need to define your action that will be alike with your own rule that you ll have predefined in transaction pfac.

Use a copy of the standard rule AC13200137 to do your own; it will ease the task for you.

PS: this link could maybe help your understanding

Hope this helps

Regards

Khalil