on 08-19-2015 11:56 AM
Hi All,
Now we have a requirement like ,when end user log a call it should go to a team(mail also need to trigger to all team members) and any team members of concern module can assign the call himself.
Please help me how we can achieve this.
Thnks
Aji
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Hi Ajith,
Basically there are 2 setup for this
Service Desk Team Creation - Solution Manager - SCN Wiki
for determination via brfplus
so when user creates a ticket this bp is filled and in my team tickets option in workcenter or sm_crm entire team will be able to see this ticket
check below note as well
1512895 Support team determination + e-mail notific. to support team
hope this helps
Thanks
Prakhar
Hi Prakhar,
Thanks... I will try to configure as per your suggestion.
Please clear me one more thing the link you provided for Org BP is applies to Solution Manager 7.0, Enhancement Pack 1, Is it valid to solution manger 7.1 also.
Service Desk Team Creation - Solution Manager - SCN Wiki
Regards
Ajith
Hi Ajith,
Steps are also mentioned for solman 7.1 in WEB UI here
this should resolve
Thanks
Prakhar
Ajith,
we might have to search for that...but If you check the first link which i have mentioned in first post itself consists of almost all the relevant links available with this regard including Business Rule framework.
Even though The document mentioned by Prabhakar is of 7.0 EHP1 the steps are still applicable.
You can consider till 4.2.4 point in that document and customize accordingly with your requirement.
Regards
Anand
Hi Ajith,
I know this happens for a new person and its very common due to multiple version of solman different ways to configurations etc.
ok let simply
just follow all the steps from above link
it covers team creation(step 4)
it covers team determination(Step 5 and 6)
this should solve your problem.
happy to help again
Thanks
Prakhar
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