Enterprise Service Organization:​​​ Determination of Service Team via Standard and Custom attributes

[Mahina]

In the Enterprise Organizational Model enabled systems, the service team was traditionally determined based on only three standard attributes such as Country, Postal Code, and Enterprise Service Organization. 

However, there are scenarios where it is necessary to include custom attributes also with standard ones to enable more specific service team determination based on transaction-specific parameters. 

With the latest enhancements, it is now possible to determine the service team using both standard and custom attributes defined in the service team responsibility setup. 

To support this enhanced logic, a new BAdI has been introduced: 

BAdI: CRMS4_RM_SRVTEAM_DETERMINATION 

This BAdI enables flexible and enhanced service team determination based on tailored criteria. 

  
How to setup the standard and custom attributes to determine the service team.  

Example objective:  

A specific service team is to be determined when a Service transaction is created for a particular Product as a part of the main reference object. ​ 

This product can be​ 

• Directly maintained as the main reference object OR​ 

• Reference Product of the Main reference object Equipment​ OR 

• Product of the serialized product  

Prerequisite Customizing. 

Step 1: To define the custom attribute (Z_PRODUCT) into the Service team.​ 

Z_PRODUCT is assigned in the custom Responsibility Definition Name.​  

SAP Customizing Implementation Guide -> Cross-Application Components -> General Application Functions -> Responsibility Management -> Responsibility Definitions -> Define Custom Responsibility Definitions

 Step 2: Assigning custom attributes to the Team Category Service. 

SAP Customizing Implementation Guide -> Cross-Application Components -> General Application Functions -> Responsibility Management -> Teams and Responsibilities -> Team Categories -> Assign Custom Responsibility Definitions to Team Category

Step 3. Build a service team determination rule with attribute Z_PRODUCT and Source BADI​ 

• Add Attribute Z_PRODUCT with source BADI.  

SAP Customizing Implementation Guide -> Service -> Master Data -> Service Teams -> Define Service Team Determination Rules 

Step 4: Register the event of SERVICE_OS to CRMS4_SRVTEAM_DETERM_REG_EC.​  

Step 5:  Implement the required logic within the BAdI.

SAP Customizing Implementation Guide -> Service -> Master Data -> Service Teams -> BAdI: Determine Service Team from Attributes

BAdI Definition Name: CRMS4_RM_SRVTEAM_DETERMINATION  
BAdI Interface: IF_CRMS4_RM_SRVTEAM_DET  
Method: IS_RELEVANT_FOR_DETERMINATION, READ_ATTRIBUTE_VALUE 

Example implementation is present in the BAdI definition CRMS4_RM_SRVTEAM_DETERMINATION. 

Example implementation class name: CL_CRMS4_SRVTEAM_DET_EXAMPLE 

Step 6. Create a service order. Once the main reference object is entered, the service team will be determined. 

Example:

Let us consider enhancing the service team with custom attributes ‘Y_PRODUCT’. 

Create a Service Team and maintain value 'S01_FG126' for the attribute Y_PRODUCT. 

 

This product is assigned to the equipment (10000069)

Equipment has this product configured 

 

Create a Service Order and enter the equipment 10000069 as the main reference object 

 

Here the Service team (SERVICE_MS) assigned to this product is displayed and can be selected. If there are no Service team, then there will be no pop-up. 

Note: We also see another Service team “SERVICE_NG” which is common service team for all products and no value is assigned to Y_PRODUCT attribute in this service team