[Service Desk] Message processor determination procedure

[Former Member]

Dear Gurus,

We have an Solution Manager 7.0 EHP1 on my landscape, and it run Service Desk. I have configured Support Team determination procedure through rule 13200137. But I have no idea how to assign message processor automatically when the support message was created.

I had created my own rule with tcode PFAC, I also copied action definition SLFN0001_ADVANCED_FIND_PARTNER with my own name, and assign my rule into that action definition. I even used partner determination procedure SLFN0004 but it cannot help too.

I knew I have missed something, but I cannot figure it out. Anyone can help me with this thing? It's in hurry.

Best regards,

Loc Nguyen

[richard_pietsch · Accepted solution]

Hi Loc,

we are using a custom action which calls method AI_SDK_TEAM_MAIL_DET with the following attributes:

- PARTNER_FCT (e.g. SLFN0003)

- RULE (rule from PFAC)

- SMARTFORM (formular for email notification)

- EMAIL_ACTIVE (activates email notification)

- CLASS (CL_SDK_DOC_PROC_CRM_ORDER)

- METHOD (CRM_SRVORDER_EXEC_SMART_FORM)

To get the determination working, you need to:

- setup organisation management in PPOMA_CRM

- setup responsibilities via PFAC rule (per default you use an org.entity, but you can also set a specific user ID, run th simulation to see if it is working as expected)

- maintain the action definition (see above)

Regards,

Richard