Service Desk Customizing in Solution Manager 4.0 SPS12

[Former Member]

Hello,

I try to customize the service desk in solution manager SPS 12.

I follow the IMG :

1. General Settings of solution Manager (Profiles...) => OK

2. Connection to SAP => OK

3. System Landscape and Solution

Only One system my solution Manager. => OK

4. Service Desk BC Sets => OK

5. Business Partner :

I have created two key users (KEY_USER1 & KEY_USER2) as BPs (101 & 106)

I have created One System Admin (ADMIN) as BPs (105)

I have created two Message Processors (PROC1 & PROC2) as BPs (102 & 103)

I have created one Org. as BPs 104.

=> OK

6. iBase

I have initially created the iBase from my solution => OK

I try to assign the partner to the iBase component => First Problem : the system do not propose the System Admin & key user function when I go to Goto->Partner. Do I miss something ?

7. Org Model

I try to create my Org. model as follow :

Service Desk (O)

Team 1 (O)

Processor1 (S)

SDUser1 (BP)

PROC1 (U)

Team 2 (O)

Processor2 (S)

SDUser2 (BP)

PROC2(U)

=> Second problem : it is said in the documentation and in some blogs on the sdn, that when we create the root org, and the subsequent org, the system will create and assign automatically the BPs. That doesn't work in my system. I do not understand why. So I have assigned directly the position conatining the Users Proc1 & Proc2 as BPs.

8. Partner Determination

Then I would like to assign automatically messages created by KEY_USER1 to PROC1 and messages created by KEY_USER2 to PROC2 depending on the user group they belong (or depending on the relationship they have with the messages processors).

=> Third Problem : I don't how to do it ! and i don't know what to do with the partner function Support Team.

Could someone help me.

Thanks in advance.

Guillaume Bruyneel.

[Former Member]

hello,

I finally achieve the Service desk configuration.

I also achieve to determine partner Message processor from other partner data...

I will soon post a thread with all my customizing steps if someone interested.

Best regards

Guillaume Bruyneel

[Former Member]

Hi Guillaume,

Could you please send me the customizing you did, because i am new to solman and i could use some help as i face pretty much the same issues with you.

Thanks

[Former Member]

Dear Friend,

For suppot team derivation check the blog by dolores

/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

Please reward points if it helps.

[Former Member]

hello,

I found some interesting information concerning the automatic creation of BP from the Org. Model :

I have activated the HR integration through :

IMG->CRM->Master Data->Business Partner->Integration Business Partner-Organisation Management.

And NOW the automatic creation of the BP is working !

I'm still trying to solve the two other problems.

Guillaume.