Two custom transaction types for service request - good or bad practice?

[Former Member]

Hello, experts.
We are using solution manager 7.1 for our service desk. We have copied the standard SMRQ into ZMRQ and we are offering two ways of creating a service request - from a WebUI and directly from the ERP system using Help -> Create Support Message. The problem is the following - our support team determination is based on a category and is done using the FDT rule. When you create a ticket directly from the system however, the category is blank, and thus no support team is determined. Trying to assign a support team to a blank category in BRFplus works only after the first saved changes to a ticket, but not immediately upon creation.

That is why we had an idea to create one more transaction type, YMRQ alongside ZMRQ, so that a ZMRQ will be created from the WebUI, and YMRQ from the system. It will allow us to assign a support team using a BAdI. Is it a good or a bad practice? Is there a better solution that does not include creating two transaction types?

Any help would be appreciated.

Thanks in advance,

Borys

[artemzhegalin · Accepted solution]

Hello, Boris.

You can manage support team determination not only with BRF+

Check this article.

BR,

Artem

[rishav54]

Hi Borys

It doesn't sound to be logical solution.

We had suffered exact situation as you are in. We have used Notif_create transaction and there is one standard program from SAP which will make category block mandatory there but level of category selection is not imposed (user can select one level of category only and send the incident) but i guess this will be enough for BRF to define the support team.

We have created a new transaction in remote system which will call the NOTIF_CREATE in your remote system. Further we face some challenges regarding the system ibase as it will appear of solman and there we enhance the code as it will select the current system settings there.

SAP Component we have given the default value there using the same report from where we make category as mandatory.

All explained here

http://scn.sap.com/docs/DOC-30343

I guess it will help you.

Thanks

Rishav