Mapping User ID details under Business Partner

[former_member206273]

Hi,

There was a requirement from the customer, to have ticket assignment under ITSM using User Group mentioned in User ID, Logon data Tab.

But was Business partner is used under ITSM, I am not sure how can the mapping be done.

I was unable to find any relevant field which could be mapped with USR_GRP under Business Partner.

Mapping fields : http://help.sap.com/saphelp_crm700_ehp03/helpdata/en/99/4738d044a74254bf32bacfbcd1f6e3/frameset.htm

Also, where can I add Z object for using under BRFPLUS - creating a condition in Decision table to enable ticket assignment based on Z* field mapping User group.

I have checked few links, but didnt help resolve the query.

Business Partner User ID: https://scn.sap.com/thread/1331623

If you could suggest the approach for completing the requirement, I would be grateful.

Regards,
Prajakta

[former_member186154]

Hello Prajakta,

Instead of adding a Z field in BRF+, you can have a Decision table directly mapped between Business Partners (of the Reporters) and the Support /Service Team. All the BPs having user id under a User group would be mapped to a particular Service team. The BRF+ rules and the relevant PPF action would determine the Service team based on the Reporter user group.

The Only disadvantage with this approach is - Updating the BRF+ decision table with new entries every time new Reporter users/ user ids are created.

Regards,

Kathir