Incident management support team issue

[Former Member]

Hi

In solution manager 7.1sp7 incident management is configured the organization structure is created and the brfplus rule has been created and the customized transaction types is having the action profile of support team determination.

Still the tickets are not assigning to the support team. What would be the problem ? why the tickets are not assigning to the support team.

Thanks in advance ..

[Former Member · Accepted solution]

Hello Chitra,

Did you properly tested brfplus rule ?

Please check note 1820918 - Supp. Team Determination via BRF+: partner values not passed

BR,

K.

[Former Member]

The issue is resolved .. by rechecking the action determination..

Thank you for Sherwin, Karthik Paramasivam, kamil Kubrak

[Former Member]

Hi, Chitra.

There are a number of reasons why the auto determination of the support team did not work.

1. Set up of BRFPlus. Have you tried simulating the function? You can check from the simulation if your setup is correct.

2. In your transaction, verify in the Scheduled Actions assignment block if the action was successfully processed.

Hope this helps!

Regards,

Sherwin

[Former Member]

Hi Sherwin,

After creating the brf+ I simulated the component vs support team the result shows correct value. But the tickets are not flowing to the team once it created.

action definition is in ZMIN_STD_find_partner_ FDT only. But still tickets are not assigning to the support team.

Regards

Chithra Natarajan

[Former Member]

Hi,

Also please check the below document and cross check the settings

http://scn.sap.com/docs/DOC-31396

http://scn.sap.com/docs/DOC-31396

Rg,

Karthik