Professional Documents
Culture Documents
Servdesk Var Adv-E V6
Servdesk Var Adv-E V6
3 Organizational Model 9
4 Product Maintenance 16
2
5.2.4 Configuring a Periodic Job for Action Processing (Only Relevant if Using Escalation
Mechanisms) 45
6.1 Prerequisites 49
3
1 Introduction
The following descriptions partially represent an extended explanation of the current basic
Customizing. They thus provide a more detailed explanation, as well as information on additional
optional functions within the Solution Manager. You will find information and notes concerning
settings and adjustments, most of which, however, can also be found in the implementation guide.
Chapter 2 explains important IBase settings, especially how to create an IBase and assign important
Business Partners to the IBase components.
Chapter 3 provides relevant information about the set up of an organizational model, which is a very
important aspect for contract and support team determination.
Chapter 4 describes how to create service products and introduces the relevant configuration options.
Service Level Agreements and SLA Escalation Management are explained in Chapter 5. Information
about how to set up contract determination and automatic monitoring of Service Level Agreements is
also provided in this chapter.
The last chapter of this guide deals with Support Team Determination. Important configuration
settings are explained: configuration prerequisites, determination rule, support team partner function,
etc.
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2 IBase Installed Base Management
You can use installed base management to assign objects (application systems in this scenario) to
customers. Examples of ways in which you can use this customer information include:
To provide technicians with information regarding the object in question and its components
An installed base (IBase) comprises general data and components. For every IBase, you can create any
number of components and subcomponents. Components can be products (from the product master),
text items, other IBases, or user-defined objects.
In this scenario, the IBase models the customer’s system landscape, first and foremost the SAP
systems with their respective system ID, installation number, and client. Data from support messages
is compared with the IBases so that the right IBase and the right customer are found automatically and
entered in the service process.
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2.1 Creating IBases
SAP menu: Master Data -> Installed Base -> Create Installed Base
Or transaction: IB51
4. Choose Enter.
5. On the next screen, enter a description for the IBase (for instance, IT Landscape).
6. Structure the IBase as you wish (using text items). To do so, enter the required short text on
the Text tab page (for instance, CRM systems).
7. Double-click CRM systems and on the Text tab page, enter one of the customer’s CRM systems
(for instance, ABC Development system CRM 3.1) as the short text.
8. In the text item, which represents an SAP system, enter the system number, installation
number and client in the Identification field in the text item header.
9. Note: The components for identifying the customer system must be created as text items. In
the Identification field, you first have to enter the system ID of the customer system, then the
installation number and finally, the client - separated by a space.
You must enter the system number, installation number and client as follows:
If the identification is not entered correctly, the system cannot identify the component from the
inbound support message.
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Figure 1 IBase Component
SAP menu: Master Data -> Installed Base -> Change Installed Base
Or transaction: IB52
1. When you are creating or changing an IBase, choose Goto -> Partner.... Ensure that you have
double-clicked the IBase or component to which you want to assign partners.
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Figure 2: Assignment of Partners to an IBase/Component
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3 Organizational Model
In CRM, Organizational Management is a flexible tool that lets you model your enterprise’s functional
organizational structure as an organizational plan. Two elements are available:
Organizational units, which represent how the company is structured in terms of function
(such as departments, groups, and so on)
Positions, which represent how different functions/tasks are assigned to individual posts (such
as purchasing clerk, message processor, and so on)
In CRM, the main focus is on modeling the sales and service structure. For work in the CRM system,
you therefore need model only the organizational data that is relevant for processes specific to sales
and services.
The organizational model can be used to assign the relevant organizational units in documents
automatically on the basis of attributes. For this purpose, you assign attributes to the organizational
units, such as the country for which they are responsible.
The system can use the attributes assigned to the organizational structure to determine the
organizational units automatically as shown in the figure below.
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Figure 4 Automatic Organizational Data Determination
You should structure the organizational model in line with the structures typically used by service
providers. The basic prerequisite is one organizational unit for services and one for sales, which the
system should later be able to find automatically in the service process types on the basis of their
responsibilities. You thus need to assign attributes to each organizational unit.
Organizational units are marked in bold, and some of them contain sample positions (marked in
green). In an organizational model, employees can be assigned to a position.
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3.3 Configuration Options
To create the initial organizational root for a new organizational structure, you can use the IMG:
IMG -> SAP Solution Manager -> Scenario-Specific Settings -> Service Desk -> Organizational Model
Or transaction PPOCA_CRM
IMG -> CRM -> Master Data -> Organizational Management -> Organizational Model -> Change
Organizational Model
Alternatively, you can use the following transaction to maintain the organizational model directly.
Transaction: PPOMA_CRM
IMG -> CRM -> Master Data -> Organizational Management -> Organizational Model -> Change
Organizational Model
Or transaction: PPOMA_CRM
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Figure 6 Example of an Organizational Model in the CRM System
IMG -> CRM -> Master Data -> Organizational Management -> Organizational Model -> Change
Organizational Model
Or transaction: PPOMA_CRM
Below is a list of the attributes that have to be maintained for the individual organizational units in the
example model.
Attributes Country DE
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The figures below show the settings for the organizational unit Service Desk in transaction
PPOMA_CRM:
All lower-level organizational units inherit these attributes (except the determination relevance, which
cannot be passed on). In this scenario, only the 1st Level Support organizational unit is Object
permitted in determination.
Attributes Country DE
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2nd Level Support (Service scenario)
Attributes Country DE
The BC Team and CRM Team organizational units inherit the attributes from 2nd Level Support.
Important:
The sales organization is required for service contracts.
IMG -> CRM -> Master Data -> Organizational Management -> Organizational Model -> Change
Organizational Model
Or transaction: PPOMA_CRM
Attribute Value
Country DE
Division 01
Distribution channel 01
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Figure 9 Attributes of the organizational unit Sales
You can add as many levels to the organizational model as you wish by creating additional
organizational units. You can assign different attributes to the organizational units, which can affect
how organizational data is determined. You have to create positions in order to be able to assign
employees and users to the organizational units.
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4 Product Maintenance
You can use products (service products) to categorize and assign services. You can also use products in
contracts, for instance, to represent service level agreements in the form of response times. The
following sections describe the basic settings you need to make in SAP Solution Manager in order to
create products.
SAP menu: Master Data -> Products -> Maintain Categories and Hierarchies
Or transaction: COMM_HIERARCHY
To create products in the CRM system, you need a base hierarchy. You have to assign every product to
a category in this hierarchy. To do so:
2. Enter an ID (for instance, SRVC_HIER) and a short text (for instance, Base hierarchy for service
products).
Next, you need to create a root category for the base hierarchy. This is necessary if you want to use
various categories for different types of products. To do so:
2. Enter an ID (for instance, SRVC_ROOT) and a short text (for instance, Root category for service
products).
3. On the Category tab page, assign the Service product type to the root category and remove
the checkmark for Product/Object Assignment Possible. These settings mean that the
categories below the root category can be selected and assigned for service products only.
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SAP Customizing Implementation Guide -> Cross-Application Components -> SAP Product -> Product
Category -> Assign Category Hierarchies to Applications
Before you can use the hierarchy as a base hierarchy, you need to assign it to the product application.
4. Choose Product as the application and the base hierarchy you created earlier as the hierarchy
(for instance, SRVC_HIER).
SAP menu: Master Data -> Products -> Maintain Categories and Hierarchies
Or transaction: COMM_HIERARCHY
2. Below the root category, create a new category for service products by choosing the Create
Category pushbutton. You should be able to use this category for all service products. If you
want different categories for different types of service products, proceed as described in
Creating Subcategories.
3. For this category, select Product/Object Assignment Possible (Category tab page).
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COMM_PR_LGTEXT2 Sales: Texts Sales 40
Or transaction: COMMPR01
You need to create a service product in order to create service processes, service contracts, and
service confirmations.
This example shows how to create a service product called Support (Support Hotline). To do so:
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1. Start the above transaction.
2. Choose the Create Service pushbutton.
3. In the dialog box that appears, choose the subcategory you created earlier as the category and
then choose Continue.
4. Enter the product ID (for instance, SUPPORT_HOTLINE) and a description (for instance,
Support Hotline).
5. On the General Data tab page, enter data as required.
6. On the Service tab page, assign the base unit of measure H (Hour) and the item category group
SRVP to the product.
7. If you wish, you can assign the product default values for service contracts. They can be
overwritten in a service contract at a later stage.
8. On the Sales and Distribution tab page, assign the product to the Sales organization and
distribution channel 01. Enter the sales unit and item category group again. Make the
appropriate settings in the tax area.
9. On the Conditions tab page, you can assign a price (0PR0) to the product. You can also define
surcharges and discounts for specific valuation types, for instance.
You can import hierarchies, categories, and products to CRM that you created in R/3.
SAP menu: Master Data -> Products -> Maintain Categories and Hierarchies
Or transaction: COMM_HIERARCHY
In order to create products with different attributes, you have to create categories with the
appropriate set types.
You can create the categories as subcategories of the root category and group them as you wish.
SAP menu: Master Data -> Products -> Maintain Categories and Hierarchies
Or transaction: COMM_HIERARCHY
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Characteristics of the category:
The following section provides a description of a service product for service contracts.
Or transaction: COMMPR01
Service products for service contracts differ from service products with resources in that you specify
service and response profiles (Service tab page). You create them in exactly the same way as described
in Section 0 "Creating Service Products".
Below are the important settings of service products for service contracts:
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Each product should have a service product category and a base unit of measure assigned.
The item category group for service products is SRVP. Optionally, you can assign service and response
profiles to the service product.
21
Each product should have a sales organization and a sales unit assigned. You can also assign a service
and response profile to the service product. More detailed information about service and response
profiles is provided in chapter 5 of this guide.
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5 Service Level Agreement
The Solution Manager provides various options for monitoring the existing service messages. This is
especially necessary when you have to make sure that messages are processed within the defined
period of time.
In the standard system you can use the transaction monitor (transaction CRM_DNO_MONITOR) to
select messages and access various indicators. In the standard system a date rule is provided in the
service process (date profile SLFN_HEADER). Based on this rule (creation date + 3 days), the end date
of the customer requirement (date type SRV_CUST_END) is calculated. The traffic light function,
represented by an indicator (red/green) in the first column of the transaction monitor, is determined
via the date types SRV_CUST_START and SRV_CUST_END. Red traffic light indicates that the end date
has been exceeded. Green traffic light shows that the end date lies in the future.
The use of contracts, positions, service and response profiles constitutes an extension of the
monitoring functions, combined with auto-response methods. These functions provide you a wide
range of options to define individual availability and response times for various customers in the
service process. In addition to the extended options concerning monitoring, you also have the option
of automatically combining escalation mechanisms. For example, when the resolution time ensured to
a customer has been exceeded, an e-mail can be sent to a specified person to inform them of the
delay. These functions are also referred to as SLA escalation management.
The figure below shows both displays in the transaction monitor. The left side shows the standard 3-
day rule, and the right side shows the enhanced display after using the SLA functions.
The following chapter describes the subject of SLA escalation management in greater detail.
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5.1 Service Contracts and Escalation Management
The service contract serves as a long-term service agreement with the customer concerning the
content and scope of services guaranteed within certain tolerance limits for certain sizes, for example,
within a predefined time frame.
You use the service-based SLA (Service Level Agreement) to agree with the customer on the modalities
of the provision of services.
The SLA defines the attributes (for example, content, scope, type and manner) of the service products
(for example, maintenance, hotline) agreed on with the customer in the service contract. Parameters
such as response time or service time are specified in the SLA.
In the product master, when you process products of type Service that are planned for service
contracts, you can use the set type Default Values for Service Contracts.
You can enter default values for the two above-mentioned SLA parameters in this set type. When you
select the service product in a service contract item, the SLA parameter data is transferred to the
contract item, where you can change it, if necessary.
If you want to use other parameters, besides the SLA parameters supplied by SAP, you can do this
using an additional, customer-specific set type. You process the data from the set type using the BAdI
CRM_SRV_SLA_CALCTIME.
The basic settings for service contracts are supplied in the standard system via transaction type SLFV.
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5.1.2 Structure of a Service Contract
A service contract comprises header and item data. One service product can be agreed on for each
service contract item, which the customer can use for a specific period of time at a specific price.
Different types of services can be agreed on as service product in a service contract item:
a service package, in which multiple services are combined (for example, automobile
inspection)
a service limited by value or quantity (for example, free advice by telephone during the first
three months after the purchase of software)
a service plan, in which recurring services are provided at regular intervals (for example, copy
machine maintenance every 3 months)
Prerequisites
1. In transaction BP, select the role Sold-to Party of the customer’s business partner.
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Figure 18 Role Sold-To Party
Service product
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Create a service product as described in section 4.1.1.3. It will be included in the service
contract. Alternatively, you can use the standard delivered service product.
Organizational model
A service and sale organization should be maintained in the company’s organizational model.
This could be done in transaction PPOMA_CRM. For more information, please go to chapter 3
of this guide.
Important:
Service and sales units should be well-defined e.g., only one sale and one service
organization should match the selection criteria in the contract determination procedure. In
case that two or more suitable organizational units are found, no service contract will be
determined.
How it works
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SAP delivers basic settings for service contracts in transaction type SLFV. It can be obtained by
activating BC set SOLMAN40_SDESK_SLFV. Below is the SLFV definition:
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As shown below, you should specify the relevant business partners in the header data of the service
contract and add a product and its quantity as well.
After adding the sold-to party you can go to the Organization tab of the service contract and check if
sales and service organizations have been determined. More details are displayed in the log:
Another important aspect is to indicate the IBase components, for which the contract will be valid. To
do so, you should switch to the product view of the contract and go to the Object List tab page, as
shown in the figure below.
In case that the object list does not contain any entries, all components will be considered in the
contract determination.
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Figure 25 Indicating Relevant IBase Components
Finally, you should release the contract item(s), as shown in the following figure.
Prerequisites
You can use contract determination to create business transactions in service with reference to service
contracts.
Important:
For SAP Solution Manager ST 400 SP 19 and higher:
SAP Note 1400326 should be implemented in the Solution Manager system. This note ensures the
contract determination in case of a maintained object list in the service contract.
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In the CRM system in Customizing you set the transaction types according to how the contract
determination is to occur in the corresponding business transaction in service (for example, service
order). You make this setting in the IMG activity
The following settings are also valid if you are using transaction type SLFN for service desk messages.
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The following settings are available:
Choose this setting when you work with contracts, but you do not want to use automatic contract
determination for the business transaction type concerned in service processing.
Choose this option when you want to use automatic contract determination. You can still manually
begin a contract search for those items of a business transaction in service which still do not have an
assignment to a contract.
With this setting the system determines all existing contracts with a customer during creation of a
business transaction item (for example, of a service contract item).
For uniqueness, that is, when only one contract is found which meets the selection criteria, the system
automatically transfers all relevant data from the corresponding service contract item to the business
transaction. Otherwise, a separate dialog box opens with a list of all contracts found, from which you
can select the desired contract item.
If you have selected the option ###Always with Selection Options in Customizing, the selection window
is always opened in the business transaction. In this case, there no automatic assignment will occur.
In contrast to ###contract determination at item level, here contract determination is already possible
when the header data is entered (for example, the header data of a service order).
For assignment at header level, however, entering the reference object is mandatory. In this case, only
those contracts are found that have either an object list that contains the reference object or an
empty object list.
The contract search at header level only occurs when no contract has yet been assigned and no items
are present in the business transaction in service.
How it works
When you create a business transaction in service with a transaction type for which contract
determination is activated in the transaction type definition, the system determines service contracts
on the basis of the following selection criteria:
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Partner
The customers in the service contract and in the business transaction must be identical.
The corresponding partner functions must therefore be provided in the corresponding partner
schemas of the transaction types.
Sales Organization
The sales organization and the distribution channel in the service contract and in the business
transaction must be identical.
Service Organization
If a service organization has been edited in the service contract, it must be identical to the service
organization in the business transaction.
Status
Validity
The date in the field for customer's requested start in the business transaction must fall within the
validity period of the service contract item.
Object List
The reference object (for example, an IBase component) from the business transaction must be
entered in the object list of the service contract item.
Product List
If a product list exists, the system checks whether the product entered in the business transaction item
is present in the product list of the service contract item.
Copy Control
The copying of contract items to the items of a business transaction in service must be set in
Customizing.
The relevant information for configuring copy control can be found in the IMG:
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You can use BAdI definition CRM_SERVICE_CONTRACT (BAdIs for service contract selection) to
integrate BAdIs with which you can provide your own selection criteria or limit the selection criteria
provided by SAP (see above).
After the system has determined service contracts, it will automatically transfer the contract data to
the business transaction in service, or it will prompt you to select a contract for the transfer from a list.
Via the action profile (standard: AI_SDK_STANDARD) of the service process type (SLFN or SIVA) you
should use action AI_SDK_ADD_PRODUCT to define which product is automatically assigned to item
level when a service message is created:
34
The action AI_SDK_ADD_PRODUCT should have a container element with the following settings:
The initial value defines which product should be assigned at item level when a service message is
created.
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The system selects the corresponding service contracts according to the previously described criteria.
The system selects only those service contract items with product lists that contain the product
entered in the business transaction item. The system also selects service contract items that do not
have a product list. For example, this is the case with older contracts.
When you select a service contract item, data from the service contract item is copied to the item of
the business transaction in service, and both the price agreements and the SLA parameters from the
service contract become active in the service process.
With IMG
The detailed data of the business transaction item also has a tab page for contract data, in which an
excerpt of the service contract is displayed, which means that specific data from the assigned service
contract item and the service contract header is displayed.
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Figure 32 Contract Data in the Support Message
If the services agreed upon in the SLA cannot be performed on time, a predefined escalation process is
started automatically.
SAP provides a standard procedure for escalation management which you can use and enhance, if
necessary. You can configure escalation management in Customizing. For more information, see the
Implementation Guide (IMG), under
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Figure 33 Implementation Guide, Transaction SPRO
You can edit the SLA parameters in the SAP Menu of the CRM system under
###Service Service Contracts and Service Plans Maintain Availability and Response Times
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Figure 34 SAP Menu
When you click on the clock icon you get an overview of the detailed settings of the profile.
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Figure 36 Service Times in Detail
Important:
The pure usage of holiday calendar in availability time is not supported by SLA date calculation i.e. you
have to use the option "Factory Calendar" or "All Days Are Working Days".
You can also create and edit various response profiles. A response profile can be based on various
indicators and contain individual response times for each case.
In the standard system the response profile is based on the message's priority. Each priority is in turn
assigned a response duration, in which the time frame is defined.
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Figure 37 First Responses and Resolution Times in the Response Profile
For example, in the standard response profile a first response (SRV_RF_DURA) of 1h and a resolution
time (SRV_RR_DURA) of 4h is defined for priority 1.
The following section describes the response and service profile in greater detail.
In the service contract item you can select the required SLA parameters on the Service Data tab page
in set type Service Agreements. Alternatively, you can also directly call transaction CRMD_SERV_SLA.
In transaction CRMD_SERV_SLA (###Maintain Service and Response Times) you can store as many
time periods with duration and time unit as you wish for every combination from the keys of the
indicators
Category
Priority
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Catalog
Code group
Code
This allows you to define the initial response time (IRT) and the completion time.
To edit the response times, choose a key combination in the transaction by selecting the desired row
and switch to the view for response times. There you can enter as many time periods as you wish for
the selected key combination.
For each time period you select a duration that was created in the Customizing for date management
in activity
When processing service contracts you can arrange a response profile for each contract item. To do
this, select the Service Data tab page at item level.
You can already enter default values for the response profile when you process service products in the
product master. You can change the default values in the service contract item in which the service
product was arranged.
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5.2.2 Service Profile
When processing service contracts you can arrange a service profile for each contract item. To do this,
select the Service Data tab page at item level.
You can already enter default values for the service profile when you process service products in the
product master. You can change the default values in the service contract item in which the service
product was arranged.
By setting up escalation management you can automatically monitor when deadlines defined in the
SLA parameters have been exceeded in the service process. Here you can specify which deadlines you
want to monitor using escalation management and which follow-up processes you would like to trigger
when a deadline has been exceeded.
In the item category (for example, SOL4) of each process type you can define the object and type of
monitoring using the deadline profile and the action profile. In the standard system, for example, this
is the monitoring of the deadline "first response until" using action SERVICE_ORDER_ITEM_SLA_START
of action profile SERVICE_ORDER_ITEM_SLA. An additional action in the context of escalation
management is the SERVICE_ORDER_ITEM_SLA_END action, which also belongs to action profile
SERVICE_OR-DER_ITEM_SLA. You use this action to define the maximum processing time.
Important:
The start condition of the SLA monitoring actions SERVICE_ORDER_ITEM_SLA_START and
SERVICE_ORDER_ITEM_SLA_END should be adapted as described in SAP Note 485574.
The settings for the standard item category SOL4 are shown in the following figure.
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Figure 41 Item in the Service Contract
As standard, the Partner Determination Procedure SLFC0001 is not available in the drop-down list of
the PartnerDetProc field of the item category SOL4. In order to be able to select SLFC0001 as Partner
Determination Procedure, you should perform the following configuration steps:
3. Make the following new entry (by selecting it from the drop down list):
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Figure 42 Adding a new procedure user to Partner Determination Procedure SLFC0001
4. Save settings.
Now you are able to select SLFC0001 as Partner Determination Procedure in the definition of the item
category SOL4.
All settings for item categories can be found in the IMG under:
The configuration of the relevant background job for monitoring deadlines is described in the following
section. In one variant, for example, you can configure automatic monitoring of first response times,
when the appropriate action has been completed.
5.2.4 Configuring a Periodic Job for Action Processing (Only Relevant if Using
Escalation Mechanisms)
The periodic job for action processing is important for processing actions that were generated as part
of escalation management. It is the only way of ensuring that the scheduled actions are carried out
automatically.
You have to complete the following two steps in order to have actions processed periodically:
Define a variant (for example, name SLFN0001) for the action monitor (CRMC_ACTION_JOB).
Define the job (System -> Services -> Jobs -> Define Jobs).
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5.2.4.1 Defining Variants for the Action Monitor
Call transaction CRMC_ACTION_JOB.
In the Action Profile field on the selection screen, select profile SERVICE_ORDER_ITEM_SLA.
In the menu, choose Goto -> Variants -> Save as Variant… and enter a variant name and
meaning.
Enter ABAP program name RSPPFPROCESS and the variant you defined earlier as the variant
(input help).
Choose the Start condition pushbutton and then Date/Time. Enter the (first) planned start
date/time.
In the dialog box that appears, choose Period values and define the required period.
When you manually execute the report, you get the following results list.
You can check the automatically generated e-mails in the SAP Connect interface.
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Note that the actions for notification when the time has been exceeded are defined as partner-
specific. In the standard system the partner function category "Person Responsible" is defined as the
addressee.
Figure 44 In the Standard Process the Person Responsible is the Message Processor
Here it might be advisable to define your own partner function in the partner profile (for example,
team leader) which will serve as the addressee for this function. You must then adjust the partner
function categories accordingly or define another partner function in the action.
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Figure 45 Detail View of the Action and the Dependent Partner Function
This partner function may have to be replaced, since in the standard system the message processor
would be the addressee for the information e-mail.
Additional information:
SAP Note 895546: FAQ: Partner-dependent actions
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6 Support Team Determination
6.1 Prerequisites
For SAP Solution Manager ST 400 SP 20 and lower: SAP Note 1302672 should be implemented
in the Solution Manager system. This note prevents an infinite loop when creating a message.
Human Resources section Personnel Planning of the ZSAP_SUPPDESK_CREATE role (key user
role) should be maintained
This section describes how to set up support team determination in SAP Solution Manager.
The Support Team partner function (SLFN003) should be part of the definition of the partner
determination procedure (SLFC0001).
To include this partner function you should execute the IMG step Define Partner Determination
Procedure:
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By selecting the Partner Determination Procedure SLFC0001 (Corporate Message) and afterwards
Partner Functions in Procedure you are able to include SLFN0003 in the definition of SLFC0001, as
shown in the picture below.
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Further, Support Team should be visible in the header screen of the message. To achieve this, you
should select User Interface Settings and include the Support Team partner function (SLFN0003) to the
partner functions that will be displayed in the message:
You can create your enterprise organizational model in transaction PPOMA_CRM. For more
information on this, please refer to chapter 3 of this guide. Below is an example how the
organizational model of a service provider enterprise may look like.
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6.2.3 Set Up Determination Rule for Support Team
The Support Team is defined using determination rule CRM_DNO_1 (technical name AC 13200137).
This rule is triggered by an action (e.g. AI_SDK_STANDARD_FIND_PARTNER) that is processed when a
Service Desk message is saved. The rule is used to determine the responsibilities. For example, you
could determine which support teams are responsible for which SAP components.
You can define the determination rule either via the IMG step “Determination Rules for Support Team”
or via transaction PFAC.
Additional information:
For further information on maintaining rule CRM_DNO_1 see SAP Note 616946.
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How to create a new responsibility is shown in the picture below:
After that you should specify the priority and the subject (for example, SAP component) of the
responsibility:
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Finally, you should assign an organizational unit to the newly created responsibility:
The responsibilities in rule CRM_DNO_1 can be specified according to the following attributes:
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For SAP Solution Manager ST400 SP 19 and higher:
A new determination rule (AGS_ICT) is available, that enables you to specify responsibilities according
to three more attributes: Language, Reporter Region and Reporter Country.
Create a new Service Desk message on a specific component that is included in a responsibility.
Open the message and in case of a proper configuration, you should see the responsible
support team in the Service Desk message, as shown in the picture below:
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Table of Figures
Figure 1 IBase Component ................................................................................................................... 7
Figure 2: Assignment of Partners to an IBase/Component ..................................................................... 8
Figure 3 Organizational Objects ............................................................................................................ 9
Figure 14 Service Product Settings: Sales and Distribution Tab Page ................................................. 22
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Figure 36 Service Times in Detail ........................................................................................................ 40
Figure 45 Detail View of the Action and the Dependent Partner Function ............................................ 48
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