Copy partner function in Service Desk

[former_member66152]

Hi all

I'm trying to get the following functionality:

When responsible processor is filled in a new service desk ticket I also want a newly created partner function to be filled with the same BP. I.e when working with a ticket I enter BP 113 as responsible processor now I also want 113 to populate a new partner function created (ZLFN0001).

After ZLFN0001 has been filled with the responsible processor it should not be changed automatically anymore, the purpose of this is that our service desk operators should take responsibility for a ticket, but then when escalating the ticket they are changing the responsible processor so this is needed for the service desk operator to be able to keep track of their tickets even though they are escalated in several steps.

Any ideas?

Thanks in advance!!

BR

Andreas

[prakhar_saxena · Accepted solution]

Hi

There are several ways to achive the same

one way is to use the BADI DNO_EVENT_SAVE

which is called when you press the save button

to transfer the values from standard partner function to your z partner function

Hope solves ur problem

Regards

Prakhar

[former_member66152 · Accepted solution]

Thanks!

This is an idea on how to solve this, any other ideas?

I will look in to this badi to see what it offers.

/Andreas

[Former Member · Accepted solution]

This information should be available in the Change history of the ticket. That said, if you need to implement this specifically for the BP functionality, look at adapting the ChaRM copy controls customizing for Service Desk.

[former_member66152 · Accepted solution]

Thanks! I think that this solution will work great!

[Former Member · Accepted solution]

Hello, Andreas!

Did you find the best solution for your requirement? Because we face the analogous issue.

Thank you.

[former_member66152 · Accepted solution]

Hi

We haven't implemented this yet. I'm currently have some other tasks prioritized, but I will come back as soon as I've tried this.

/Andreas