In an enterprise service model enabled system, a service team is an organizational unit to which service employees are assigned to perform service tasks. It facilitates the assignment of service employees in service transactions, related analytics, and the search for service transactions.
For information related to service teams, please check out-
Service Teams | SAP Help Portal
How to Use Service Teams in Service Transactions – SAP Community
Enterprise Service Organization: Determination … – SAP Community
A service team consists of attributes, team members, and team owners. Service team can be searched on the basis of attributes and team members.
From release SAP S/4 HANA OP 2025 FPS1, Service team determination can be done using 3 ways:
- Service team determination using member (e.g. – employee responsible)
- Service team determination using executing service employee
- Service team determination using the standard and custom attributes
Service team determination using member and attributes is supported only on header level. Service team determination using executing service employee is supported on both header and item level.
- Service team determination using member function:
Service team determination can be done using member functions by mapping team function to corresponding partner function in – Service -> Master Data -> Service Teams -> Define Service Team Determination Rules -> Assign Functions
When an employee responsible is entered, based on this partner and its corresponding team function, the team is determined by checking if it contains a member which matches with partner ID and mapped function.
For example, if BP 9980000191 is entered, then the team is determined based on partner function – business partner and team function.
Above screenshot is from Create Service Order App
Above screenshot is from Manage Teams and Responsibilities App
To define team function, go to Define function in SAP Customizing Implementation Guide -> Cross-Application Components -> General Application Functions -> Responsibility Management -> Functions -> Define Functions
Assign the function created in previous step to the profile ‘SERVICE’ using IMG Path: SAP Customizing Implementation Guide -> Cross-Application Components -> General Application Functions -> Responsibility Management -> Functions -> Define Function Profiles
Assign the function and function classification to the team category ‘SERVICE’ using IMG Path: SAP Customizing Implementation Guide -> Cross-Application Components -> General Application Functions -> Responsibility Management -> Teams and Responsibilities -> Team Categories -> Classify Functions for Team Category
2. Service team determination using executing service employee
The event callback function module CRMS4_SRVTEAM_FROM_PARTNER_EC is responsible for service team determination using executing service employee.
Above screenshot is from T-code CRMV_EVENT.
When an executing service employee is entered, based on this partner, the team is determined.
Above screenshot is from Create Service Order App
In case the service team determination is to be done based on executing service employee mentioned in point 1, then the service team determination based on event callback needs to be disabled from Service -> Master Data -> Service Teams -> Define Service Team Profile and Assign Service Team Types.
Because the service team determination based on event callback will take the highest priority and overwrite service team determination using member function – executing service employee.
This determination has the highest priority over other sources of service team. Even if the service team was manually entered by the user, the team determined by this technique will overwrite the manual entry.
Check the checkbox “Disable Exec Srv Emp’ to disable the service team determination using this technique.
3. Service team determination using attributes
Service team determination can be done using attributes by maintaining responsibility definition, source, and partner function in – Service -> Master Data -> Service Teams -> Define Service Team Determination Rules -> Assign Attributes
The service team determination process considers the standard and custom attributes in the Enterprise org model enabled system. The determination rule can be built with both standard and custom attributes.
For example, when a service order is created, and a sold-to-party is added, based on this partner and its corresponding attribute, the team is determined by checking if that attribute is maintained for a team.
Above screenshot is from Create Service Order App
The users can make use of any of the attributes available on the service team (standard and custom attributes) in responsibility management definition to determine the Service team.
Above screenshot is from Manage Teams and Responsibilities App
The value source can be enhanced using a source BAdI so that, in the customization dropdown, a third option is available alongside Organizational Data and BP.
Using the BAdI, the customer can implement their own logic to find the value for both custom and standard attributes.
BAdI Definition Name: CRMS4_RM_SRVTEAM_DETERMINATION
BAdI Interface: IF_CRMS4_RM_SRVTEAM_DET
Method: READ_ATTRIBUTE_VALUE
Method Signature:
Importing IV_REF_GUID type CRMT_OBJECT_GUID
IV_REF_KIND type CRMT_OBJECT_KIND
IS_DET_CONDITION type CRMS4C_TEAM_CDAT
Changing CT_ATTRIBUTE_VALUE type CL_CRMS4_ORGMAN_DET_SRV_TEAM=>GTYT_ATTRIBUTE_VALUES
To enable service team determination based on segment data changes, the EC function module CRMS4_SRVTEAM_DETERM_REG_EC must be registered.
SAP provides event registration for the following objects:
- ORGMAN (After Create, After Change)
- PARTNER (After Create, After Change, After Delete)
If a customer needs to enable service team determination for a different object event, they must register it against the event callback function module CRMS4_SRVTEAM_DETERM_REG_EC.
For more information on determination of Service Team via Standard and Custom attributes, please check out this blog – Enterprise Service Organization: Determination … – SAP Community
Define Condition and Determination Rules:
A determination rule can contain conditions in a step-by-step scenario. Conditions can be assigned with attributes and/or member functions for service team determination. Based on step numbers, consecutive service team determination will occur based on assigned conditions.
For any condition, if both the attributes and functions are maintained, then common teams will be considered for final determination.
Conclusive Indicator keeps the determination flexible, that is, based on this checkbox, restrict the determination to execute for all the configured conditions.
The system determines the results from the conditions sequentially. The system will stop determination when it reaches the condition for which the conclusive indicator has been enabled and will accumulate all the results until this step.
However, if no results have been determined, the system will continue evaluating the subsequent conditions irrespective of the conclusive indicator being enabled.
If the conclusive indicator is not selected, the system will evaluate all conditions and will accumulate all the results.
The following table explains the functionality of conclusive indicator based on data from above screenshot:
Scenario | Results if Service Team is derived | Results if Service Team is not derived |
When Employee Responsible is marked as exclusive | Determine service team based on employee responsible only | Determine service team based on sold-to-party and executing service employee |
When Sold-to-Party is marked as exclusive | Determine service team based on sold-to-party and employee responsible only | Determine service team based on executing service employee |
When Executing Service Employee is marked as exclusive | Determine service team based on sold-to-party, employee responsible and executing service employee | No results |
Once the determination rule is maintained, assign it to service team profile at Service -> Master Data -> Service Teams -> Define Service Team Profile and Assign Service Team Types.
Conclusion:
Service Team Determination in SAP S/4HANA OP 2025 FPS1 provides flexible and powerful methods to determine service teams based on business needs.
- Multiple Determination Approaches: You can determine service teams using team members, executing service employees, and both standard and custom attributes, giving you broad adaptability in your service organization.
- Header and Item Level Control: Member and attribute-based determination is supported at the header level, while executing service employee-based determination is available at both header and item levels, allowing for granular assignment.
- Configuration and Customization: You can map team functions to partner functions, organize determination rules, and use conclusive indicators to control the logic flow for precise team assignment.
- Enhancement Capabilities: The BAdI CRMS4_RM_SRVTEAM_DETERMINATION enables you to adjust determination logic, supporting both standard and custom scenarios.
- Organizational Clarity: By structuring teams, attributes, and rules, your service organization becomes more searchable, assignable, and analytically robust.
For detailed implementation guidance and technical specifications, please consult the official SAP help documentation and engage with your SAP implementation partner to ensure an optimal configuration for your specific business needs.
