Sevice Desk - Support Team Determination with rule 13200137

[Former Member]

Hello all,

I have some problems with setting up support team determination with criteria 'category'.

I defined severel rules for the different 'Categorys' with priority 09.

With these rules I want to rout all tickets which were created via Work Center or NOTIF_CREATE, when a 'Category' was selected. --> this works fine

All tickets which were created directly in the ERP system with 'Help' --> 'Create Support Message' don't have a 'Category' and for this tickets I receive the error message. Even if I have defined for this an additional rule with a lower priority ('SAP Component' = *).

It seems, that the support team determination can not handle the empty 'Category'...

Thanks in advance!

Thomas

[Former Member]

Hi Thomas,

Please check below if helps:

Support Structure Automatic Team Determination

http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/202cfee9-7ff5-2d10-a0b5-ff82aa482...

or

http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/202cfee9-7ff5-2d10-a0b5-ff82aa482...

Support Structure Set up using Organizational Management

http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/d0d3ad59-81f5-2d10-58b8-dffab615e...

Also check:

Thanks

Regards,

Vikram

[Former Member]

Hi Vikram,

thank you for your feedback, but that was not I'm searching for....

I know how to setup org.mgmt. and support team determination.

But in my special case, the standard setup does not work and I'm a little bit surprised, that nobody else have had a mistake like this too...

Thomas