Subject: Support Team Determination via BRFPLUS
Question: Does it work for customer specific data element in the BRFPLUS - object SOLMAN ?
Background: Issue with customer specific data element like EXTERNAL REFERENCE in order to determine SUPPORT TEAM
How-To-Guide: Support Team Determination via Business Rule Framework plus - SAP IT Service Management on SAP Solution Manager - SCN Wi…
Issue:
We are facing an issue with the combination BRFPLUS and SAP ITSM, as soon a customer specific data element like the element EXTERNAL REFERENCE (CRMT_PO_NUMBER_SOLD) will be used in the BRFPLUS object SOLMAN. This data element will be used in order to determine the support team. The BRFPLUS simulation is working fine.
TC: BRFPLUS with the field EXTERNAL REFERENCE
As soon the web-ui field EXTERNAL REFERENCE (field: //BTADMINH/PO_NUMBER_SOLD) is maintained in the ITSM web-ui and the incident ticket has been saved - the support team won't be determined.
TC: SM_CRM: Web-UI Settings
TC: SM_CRM: Problem - No Support Team Determination based on TC: BRFPLUS and Web-UI enhancement
Please me know that the BRFPLUS functionality for the object SOLMAN is only working properly for the already available data elements.
Do you know what is required in order to get the same system behaviour for the data element EXTERNAL REFERENCE like for the data element CATEGORY SCHEMA or SAP COMPONENT
Thanks in advance
Kind regards
Ralf