IT Service Management - Filter Message Processor based on Support team assigned

[Former Member]

Hi,

I have a requirement in ITSM Configuration.

I need to filter the Message Processor List ( available in Help Field) based on the support team assigned i.e if Support team A is assigned to a ticket, only the members in Support team A should be displayed in the help field in Message Processor field.Similarly, if Support team B is assigned, only the members of Support team B should be visible in Message Processor list.Similarly for other support teams.

Please suggest if such kind of customization/configuration is possible or not.

And if it is possible then how can I proceed for it?

Regards,

Khushboo Sahu

[Former Member]

HellAlso use o,

Please check these notes

1819899 - Support Team/Message Processor pull-down length restriction

1633679 - Support Team determination from processor

Read blog

tcode ppoma_crm

This relation between employees and service teams is based on ppoma_crm.

other useful

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

BR,

K.

[Former Member]

Hi Kamil,

Thank you for your reply.

I have already configured STD via BRF Plus.

The notes which you are suggesting are different from my requirement.

My requirement is when we click on the help field in message processor, only the names of the members present in the Support team assigned should be displayed.

So that, there shouldn't be any wrong assignment of message processor.

BR,

Khushboo

[Former Member]

Hello,

How your ppoma_crm configuration looks like ? Please share.

BR,

K.

[Former Member]

Hi Kamil,

Below is the ppoma_crm screen:

BR,

Khushboo