Support Team determination in Service desk
I have defined my org structure with 1st level help desk and 2nd level support team. I have used the rule (13200137) and defined responsibility such that all support desk messages will be assigned to 1st level help desk for SAP component(A* to Z*)
Now my problem, is the 1st level help desk team has to recategorise the call to respective 2nd level support teams and expecting this to happen using a rule (responsibility).so automatially the support team partner is determined. any solution on how to achive this?