Service Desk - PPF condition on "support team" required

[Former Member]

Dear Ladies and Gentlemen,

We are searching for a possibility to have a certain PPF action only executed if a certain support team is entered in the service desk ticket.

What we need to do:

We want to send a specific email notification only for a specific support team (e.g. 3rd level).

Thus, also the action should be dependant on the status, the email should only be sent if the support team has a specific value (e.g. 3rd level) and not for any other (e.g. 2nd level).

So we need to define an action condition depending on the u201Csupport teamu201D. Unfortunately the u201Csupport teamu201D is not visible in the container of the WF conditions.

• Is it possible to add such a field?

• What table/structure/field would be required?

• Would this field then automatically be filled with the relevant data, or are further settings required?

• How else can the desired behavior be achieved?

Best regards,

Peter

P.S.: As this is around email notification, I already looked at these places:

- blog at

- PDF at https://websmp202.sap-ag.de/~sapidb/011000358700001903822008E

- SAP Note 691303 http://service.sap.com/sap/support/notes/691303

However this could not solve my question. I hope you can help us.

[Former Member]

Hi Richard,

We are still on Solution Manager 7.0 with SP26.

Our idea was somehow similar to what you describe. If the L1 support cannot solve the issue then

- L1 supporter removes "message processor", field remains empty

- L1 supporter sets "support team" to "L2 team"

- L1 supporter sets status from "in process" to "in process L2"

- Save

Unfortunately, if the L1 misses to set the right L2 team, and the support team is still set to L1, and then the status is changed to L2, then the email created to the support team still goes out to L1 and the L2 team is never notified.

Therefore I am looking for a possibility to restrict this action, to set the condition that it is only executed when a certain support team is set. Strange, the "sold-to-party" is available in the container, why not the "support team"?

Best regards,

Peter

[Former Member]

Hello!

Is your question still actual?

Service Desk messages (process type SLFN in version SM7.0) using attributes of buisiness object type BUS2000116 (tr. SWO1). Attributes of this object type you may see in conditions now.

If you want to create a new fields for condition you need to do this steps in SWO1:

1. Create subtype of object type BUS2000116 - ZBUS2K116 for example.

2. Edit subtype with adding new attributes.

3. All new attributes must be implement as ABAP code - you can view implementation of other attributes, "PartnerSoldTo" for example.

4. Generate an object subtype.

After this you can see and use new attributes in conditions.

[Former Member]

Hi Peter,

Which version of Solution Manager are you configuring?

Have you thought about using the status network to control this. For example a status for processing the ticket at 1st, 2nd and 3rd level support can be defined. An action to send a notification message can then be triggered when the processing in 3rd level support has been reached.

Regards,

Rich Labib