SMS triggering for High Priority Incident

[Former Member]

Hi,

I am using Solman 7.1 SP10. I have already configured ITSM-Incident Management.

My requirement is, is it possible to trigger to SMS to support team message processors, if Incident is of High OR Very High priority.

is this SMS triggering configurable in Solman ? If yes, how to configure.

Regards

PK

[Former Member]

Hi P K,

Your requirement can be divided in to 2 parts.

1st Part : You can route the messages to respective support team based on the priority of the messages via BRFPLUS. Below is the url for routing of messages based on SAP Components.

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

In the similar fashion you have to do it based on priority of messages.

2nd Part : Basis Area.

You can configure the SMS triggering instead of email.

Regards,

Kumar