This document explains the determination for Processor Party Role in tickets.
SAP Cloud for Customer
For the Processor Party Role, following way of determination holds:
- Step 3 - User Rules for Processor - follows the Routing Rules set under Define Rules for Employee Work Distribution of Service and Social View of Administration Work Center.
- Step 10 - Direct Responsible of Account - It is the "Service Agent " Party Role added under Account Team facet of the Account.
- Step 20 - Responsibility "Employee responsible for Service Request" - it is obsolete.
- Step 30 - Current User - Logged In User.
If the subsequent Determination steps needs to be executed when the Routing Rules does not match to determine the Party Role, then, an empty row with * for all fields and with the corresponding Role Code, must be created "at the End of the Ticket Party Rule Function" as:
This is accessed in Business Configuration > Tickets for Customer Support > Maintain Involved Parties > Select Processor > Click in Maintain Determinations.
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