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Incident Management: Support team determination in Solution Manager 7.1

News: The content of this SCN doc will be maintained in SCN wiki page https://wiki.scn.sap.com/wiki/x/gNKrGg


Purpose

With the following customizing you will determine the support team, also called service team in Solution Manager 7.1, for an incident.

This blog is valid for Solution Manager 7.1, the screenshots was taken from a Solution Manager 7.1 SP5.

Overview

In Solution Manager 7.1 there are now four different ways to determine the service team for the incidents, transaction types SMIN, SMIV, SMIS...

  • By using determination rules: automatic determination when message is created if support team field is not filled
  • Via BRFplus: automatic determination when message is created if support team field is not filled
  • Via Message dispatch (Automatic Forwarding of Messages action): manually triggered from the document, overwrite the existing value in the Service Team field
  • Via Rule Modeler (CRM dispatch action): manually triggered from the document, overwrite the existing value in the Service Team field

Also I will explain how parameter IM_SUPP_TEAM_DISABLE influences this support team determination (only in the case of manual determination ways) when a processor is filled in an incident.

Parameter IM_SUPP_TEAM_DISABLE was introduced in the standard in Solution Manager 7.0 SP23 and implements Support Team Determination from processor functionality.

1. By using determination rules

This way was also used in SAP Solution Manager 7.0 and you can see the detailed customizing in SDN blog:

Service Desk: Support team determination in Solution Manager 7.0

The system carries out automatically the determination if the support team field is not filled when the incident is created.

You can use determination rule CRM_DNO_1 (technical name AC13200137) or determination rule AGS_ICT (technical name AC35000139).

The rule bases the determination on responsibilities. The assignment can be done, for example, using the SAP component.

This rule is triggered by an action ZMIN_STD_FIND_TEAM_SEND_EMAIL

Note 1512895 Support team determination + e-mail notific. to support team

2. Support Team Determination via BRFplus

Based on criteria like SAP component, region or country, multilevel categorization… you can define rules for support team determination to assign a support team to an incident automatically if the support team field is not yet filled, only available in Solman 7.1.

Support team determination can be set up in the Business Rule Framework plus (BRFplus). For more information, please refer to the configuration guide Support Team Determination via Business Rule Framework plus (BRFplus) available in the SAP Service Marketplace.

How-to Guide: How to configure- Team determination

Action: ZMIN_STD_FIND_PARTNER_FDT

Note 1629949 - Finding the support team using BRFplus: No e-mail sent

3. Message dispatch: Automatic Forwarding of Messages

This PPF action is available since Solution Manager 7.1 SP25 and in Solution Manager 7.1.

The PPF is always triggered manually from the document and it is overwriting the existing value in the Service Team field with the indicated value in the action.

Via the action SMIN_STD_MSG_DISPATCH, you forward a message to another support team based on the responsibility rule AGS_ICT (35000139). This rule is maintained in transaction PFAC.

The action also deletes the processor of a message and sets a new user status specified in the corresponding container parameter of the action.

You will see the action “Automatic Forwarding of Messages” under the Actions tab in an Incident in crm_ui:

Action: SMIN_STD_MSG_DISPATCH

4. Support Team Dispatching via Rule Modeler: CRM dispatch action

This CRM action is available in Solman 7.1.

The CRM Web Client UI provides standard dispatch functionality based on rule policies.

The action is always triggered manually from the document and it is overwriting the existing value in the Service Team field.

In Incident Management, the dispatch functionality can be used to route a transaction to a support team based on attributes such as status, priority or multilevel categorization.

Rules for dispatching are set up in the Rule Modeler which is accessed in the CRM Web Client UI via Service Operations -> Rule Policies, as shown in the figure below.

For more information on the Rule Modeler please refer to the SAP Online Help:

http://help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/content.htm

To activate the dispatch functionality for a specific transaction type, e.g. SMIN, go to IMG activity Assign Dispatching Rule Profile to Transaction Types.

Entry:

SMIN      Incident  (IT Service Management)         SAP_SRQMROUTING           SAP Service Request Routing

In this activity, you define the dispatching service manager profile for transactions. The service manager profile specifies the rule policy for dispatching. For more information on this topic, please refer to the documentation of the IMG activity Assign Dispatching Rule Profile to Transaction Types.

After you activated the dispatch functionality for a transaction type (e.g. SMIN) the button Dispatch should appear in the work area toolbar, as shown in the figure below.

Parameter IM_SUPP_TEAM_DISABLE

Parameter IM_SUPP_TEAM_DISABLE was introduced in the standard in Solution Manager 7.0 SP23 and implements Support Team Determination from processor functionality.

This means that when the incident is edited and the processor is entered manually and you make click on this field by default the service team is recalculating from the entered message processor overwriting the already entered support team, this is hard coded and will only be done in case IM_SUPP_TEAM_DISABLE = ‘’.

This relation between employees and service teams is based on ppoma_crm.

To remove this standard functionality from the system you need to enter this parameter IM_SUPP_TEAM_DISABLE = X in table AGS_WORK_CUSTOM.

IMPORTANT HINT: when you upgrade from a SPXX<SP05 to a SP05 or higher always check to avoid issues with processor-support team relations:

Note 1728284: ITSM: Partner Functions for the WebClient UI, be always in the latest version

SDN document: Current Processor functionality customizing settings coming with SP5

Related Content

Related Documentation

SCN Blog: http://scn.sap.com/people/dolores.correa/blog/2007/10/06/service-desk-support-team-determination

How-to guide: How to configure- Team determination

For more information on the Rule Modeler please refer to the SAP Online Help:

http://help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/content.htm

Related Notes

Please check notes:

1512895 Support team determination + e-mail notific. to support team

1674973 Action to search for team with e-mail: E-mail is always sent

1731131 Actions executed twice

1633679 Support Team determination from processor

1629949 Finding the support team using BRFplus: No e-mail sent

812385 Partner determination using COM_PARTNER_BADI and access seq

1563586 Email to Support Team could not be sent, no error is shown

1567003 FAQ: ST710 Incident Management Frequently Asked

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