Automatic routing of incidents from SAP GUI to support teams in ITSM

[Former Member]

Hi Flocks,

I am working on ITSM (incident management) in Solution Manager 7.1 SP08, my requirment is when user raises an incident from GUI it should get assigned to support team basing on SAP component.

Guys can someone please throw some light on process to get this done.

Thanks,

Phani.

[Former Member]

Hello,

Check blog http://scn.sap.com/docs/DOC-31396 point 2 and belowe wiki.

http://wiki.scn.sap.com/wiki/display/SAPITSM/Support+Team+Determination+via+Business+Rule+Framework+...

BR,

K.