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support team determination

Former Member
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Dear friends,

My support team org structure is like below

1. Sol Man support-East Region--BP number 2016

2. Sol Man support-West Region---2017

In PFAC transaction, i have mapped the SAP component SV-SMG with the both support teams as mentioned in top (BP number 2016 & 2017)

Now my requirement is, the suppot team has to be identified not only with SAP component but also it should consider the region from which the key user is raising the support ticket.

Let me assume, the key user from west region is raising the support ticket with the SAP component SV-SMG, the system has to automatically pick the support team as 2017 (BP number).

If the the key user is from East region, the support team should be 2016.

How to map this requirement?

Note:

For all the key users in BP transaction, i have properly maintaied the region.

Please give your valuable inputs & will be very much appreciated

regards

Kumar

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hey Senthil,

I will give you an hint for doing this, you can achieve this, however the Rule in PFAC will not Support this..So that Rule need not be implemented.

Follow:

1) Maintain a Ztable for region and Support team Mapping

2) The Imlement Order_SAVE BADI to suit your requirement.

Following Function Modules would be helpfull.

CRM_ORDER_READ_OW to get the "reported By" BP.

BUPA_ADDRESS_GET_DETAIL to get the Region of the reported By

I would have designed the whole code for , but spoonfeeding would do no good.

Get in touch with CRM Team for implementing this..

Reward points for usefull answer.

Regards,

Anand.

Former Member
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Thank you anand

Former Member
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thanks

Answers (1)

Answers (1)

Former Member
0 Kudos

Hi Senthil,

I have done with responce profile. When I go to simulation mode system is deeming responsible support team to but simulation screen is not moving ahead. Its given message that "Agent found" with Green bulb. Why simulation screen is not moving ahead? I am not getting any error.

Please suggest.

Regards,

Nikhil