Support Team Determination - Role or rule does not exist

[Former Member]

Hi,

I am Partha here. I am using Solman 4.0 and I have configured the support desk and the automatic service team determination. The rule 13200137 is attached with the responsibility and simulation gets the agent. The HRALX HRAC X is set.

When the support message is created from the PRD system the Solman gets the support meesage, however it is not able to locate the support team. I am using the SAP standard support organisation (BC, CRM and First level support team). In the action tab, I see the following error "Role or Rule doesn't exists".

Could you please let me know the reason for this error and how do I fix this.

Looking forward for your reply.

Rgds

Partha

[former_member439651]

is there any business partner number attached to the support team ?

[Former Member]

Hi,

I have created the Service Organisation and also as Business Partners with Organisation role. To this service organisation, the positions and the Business Partners are assigned in sequence. Inspite of this the rule is not getting picked up and the container is not filled up with values. Due to this the support team is not getting picked.

Rgds

Partha