Team Determination based on Multi-level Categorization.

[rodrigo_jordodemagalhesro]

Hello Coleagues,

I'm planing the configuration for Automatic Support Team Determination. Our idea is to configure it using the Multi-Level Categorization.

According to the document posted in http://scn.sap.com/docs/DOC-31396, this kind of configuration is possible (2. Support Team Determination via BRFplus).

When creating the Decision Table, we choose Insert Column -> from context Data Objects. The query results don't show the option of using multi-level categorization, despite mentioned in the documentation.

Is it possible tyo use the Multi-Level Categorization for automatic team determination?

Thanks in Advance

Best Regards

Rodrigo

[Former Member · Accepted solution]

Hello Rodrigo,

Please check this document https://websmp109.sapag.de/~sapidb/011000358700000514582011E.PDF

Author wrote's:""

In Incident Management, the dispatch functionality can be used to route a transaction to a support team

based on attributes such as status, priority or multilevel categorization.

Please also check this option "Direct inpupt" on decision table paste there ID of support team and run simulation as shown below:

BR,

SAPFan

[rodrigo_jordodemagalhesro · Accepted solution]

SAP Fan,

I did again the configuration, and the field category is working as expected. All input data from customer Categorization Schema we created are availabe.

Thanks for your help

BR

[VinodBhat · Accepted solution]

Hello,

I try to open document in the link but unfortunately its not available. We have requirement to have team determination based on Multilevel catagorization.but I am not able to see my MLC.

It would be great help if you can provide document.

Thanks in Advance,

BR,

Vinod

[Former Member · Accepted solution]

Hello Vinod,

There you go Support Team Determination via Business Rule Framework plus - SAP IT Service Management on SAP Solut...

BR,

K.

[VinodBhat · Accepted solution]

Hi,

Thanks for express response, The wiki was helpful in team determination based on software componenet.

But my requirement was team determination based on MLC. When I select catagory in context object in decision table. I can only see values SAP Template Multi level catagorization  schema. I am not able to see MLC I created?

Am I missing something??

BR,

Vinod

[Former Member · Accepted solution]

Hi Vinod,

Please check if this blog helps you.

BR,

K.

[VinodBhat · Accepted solution]

Hi Again,

Thanks this works,

BR,

Vinod

[former_member193557 · Accepted solution]

Hi Kamil,

I have similar requirement and configured as steps mentioned. In simulation it works fine, however on the Incident screen it does not default the support team.

During debugging I found that value passed is of Category 2 and not Category 1. Please suggest how to handle this .

Thanks in Advance.

Giridhar

[former_member240824 · Accepted solution]

Hi Vinod,

Maybe you can help me with a similar situation I'm facing. The customer decided to use a 5 level MLC and they need to determine the support team based on 5th level of the MLC. In BRF+, I can see their MLC, but only until the 4th level. The 5th does not appear.

Can you help me?

Thanks in advance,

Fernanda Viveiros