Incident created in ITSM should have one Support Team by default.

[former_member210909]

Hello Experts,

We have Implemented ITSM Incident Management. We have following requirement, Can anyone please suggest how we can achieve it.

Whenever there is any Incident Created in Solution Manager Incident Management, we want a Support Team say "ABC" to be selected by default.

Is there any way to do so?

Thanks,

Rakesh Bhor

[jens_eikermann]

Hello Rakesh,

There are different possibilities how the determination of business partners to different partner functions can be set up. Different in regards to criteria and determination mechanism.

E.g. when creating incidents, the support team can be determined automatically.

You can start configuration via SOLMAN_SETUP -  IT Service Management – 5 Perform administrative tasks - 5.2 Create Organizational Model -> activity Determine Support Team

For the initial support team determination in an incident two alternative possibilities are offered within the standard. Both alternatives can be defined in a respective IMG activity. here the path:

SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Capabilities (Optional) -> IT Service Management ->  Support Team ->… 

• via Responsibilities (PFAC)
  Triggered by the standard action <action profile name>_FIND_TEAM_SEND_EMAIL with rule AGS_ICT.
  In the rule e.g. it can be defined (transaction PFAC) which service team is responsible for which SAP component.
  
• BRFplus
  Triggered by the standard action <action profile name>_FIND_PARTNER_FDT.
  In the Business Rule Framework plus (BRFplus) rules can be defined to assign a support team to an incident automatically.
  E.g. based on criteria like SAP component, region or country, …

The SCN Wiki site Support Team Determination via Business Rule Framework plus (BRFplus) provides a detailed description about how to set up a partner determination using BRFplus at the example of support team determination. Beside that also the Support Team Determination via Responsibilities is shortly described: http://wiki.scn.sap.com/wiki/display/SAPITSM/Support+Team+Determination+via+Business+Rule+Framework+....

best regards
Jens

[former_member210909]

Thanks for quick reply Jens,

Support Team Determination is enabled by BRF+ activity. I have a query like when an Incident is created Initially the Support Team or Category 2 of Support Team should be updated by Default(SAY Team "SAP ABC"). Is there any way we can achieve it?

Thanks,

Rakesh

[jens_eikermann]

Hello Rakesh,

BRF+ is a quite mighty tool. Many different expression types, such as decision trees and tables, value ranges, formulas and functional calls can be used. How to set this up is described within the already mentioned SCN side Support Team Determination via Business Rule Framework plus (BRFplus).

For both alternatives (BRF+ and PFAC) several different characteristics can be used to define rules respectively responsilities. Beside SAP Component e.g. also Transaction Type or Sold-To Party, can be used to define the determination of a certain support team.

Prerequisite is that the support teams are maintained in the organizational model.

Best regards
Jens