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To be able to dispatch an incident to a new support team when a message processor was already assigned, proceed as follows:

  1. In Customizing for Customer Relationship Management, go to E-Mail Response Management System > Define Repository
    Define a new repository by copying the SERVICEREQUEST context with all entries to the customer name space.

        2.In the Define Repository Customizing activity, select the SERVICEREQUEST context and go to Actions.

        3.Copy the ROUTE_TO_BP action to the customer name space.

       4.Go to Action Parameters and make sure that the PARTNER_FNT and  PARTNER_NO action parameters are assigned to the custom action.

       5.In Customizing for Customer Relationship Management, go to E-Mail Response Management System > Service Manager > Define Services.

       6.Copy the AH_SRV_REQ_RT_BP service to the customer name space.

       7.Enter CL_AI_CRM_IM_A_H_ROUTE_TO_BP as service class for the custom service.

       8.Go to the Define Repository Customizing activity, to the copy of the SERVICEREQUEST context you have created in step 1.

       9.Go to Actions and assign the custom action service ID to the new action you have created in step 2.

      10.Go to the Define Service Manager Profiles Customizing activity.

      11.If not already available, create a new service manager profile from SAP_SRQMROUTING in the customer name space.

      12.In the custom profile, go to Directly Called Services and assign SRV_REQ_RULE_EXE as service ID.

      13.In the IT Service Management WebClient UI, go to Service Operations > Create > Rule Policy and create a new new rule policy in the Service Request Management context.    

      14.Define Conditions according to your needs, e.g. use the Order Category as the attribute to define a Category entry that should lead to the dispatching. In addition, in   the Actions assignment block, assign the Route to Group action by using the org unit of the group.


      15.In addition, assign the Route to BP action, but leave the Partner Function field empty. Release the rule. Make sure, that the rule is assigned within the Service Manager profile you have copied to the custom namespace. Also make sure, that the newly created profile is assigned to the transaction type you use for Incident creation.

Within SAP Solution Manager 7.2 system an issue occured with this Rule Policy. Once the rule was taken initially, everything worked as expected. However, when a Support Team was already entered as well as a Processor, the new team (found by the rule) was overwritten again with the old one. Therefore, the rule was extendend. If you experience the same issue, you can built up your rule according the next figures.

       Go back to the Define Service Manager Profiles Customizing activity and open the custom context you have created.

       Go to Properties and specify the custom context and the rule policy you want to use for dispatching.

      Assign your own service manager profile to your transaction type which should be dispatched in Customizing for Customer Relationship Management, go to Transactions -> Additional Settings -> Assign Dispatching Rule Profile to Transaction Types 

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