Incident management: filter support team

[former_member192774]

Hi, SM-team,

pre: SM 7.0 ST400sp28

I can't set filter by support team - It's missed in search "Filter column".

How to resolve that?

--

Regards,

Vlad

[Former Member]

Hello Vlad,

Did you try to use transaction code CRM_DNO_MONITOR ? It has a section "Organization" and filer "Org Unit" please check this filter:

filter:

BR,

SAPFan

[former_member192774]

Hi, SAPFan,

CRM_DNO_MONITOR: execute w "Organization" has filled "Org Unit" - "1stlevel": no records

WBR,

Vlad

[Former Member]

Hello Vlad,

OK maybe like this. Please run CRM_DNO_MONITOR don`t check anything. When have list o messages click on the icon change layout and add column "service organization":

Then you should filter by the service team:

The question is: Do you have incident messages which the support team is assigned ?

BR,

SAPFan

[former_member192774]

Hi, SAPFan,

CRM_DNO_MONITOR:

I can see <my support team code> in column Service team. All ok.

But, when I set filter Service team=<my support team code>  in WDY*-Incident management, so I can see own AND alien records. In list column Service team filled <my support team code>. But when I open message Support Team filled alien code.

It's like Service Team SDesk <> Service Team (Support Team)-Incident management

I paid attention that more records in Incident Management, than Service Desk.

May be Support Team was changed, and  Incident Management display new value, Service Desk - old? But why filter include alien records in select, and show correctly team code?!

WBR

Vlad

[former_member192774]

Solved.

I've created own "Advanced search" in Query Service Desk Messages with Business Partner = <code Support Team>.

BR

Vlad