SAP Knowledge Base Article - Public

2540259 - Determination of Ticket Routing Rules with Party Role as Service Technician

Symptom

When the Party Role is set as Service Technician, the following order holds:

 On creation of ticket, rules cannot be set, hence only rule order is based on priority set in Business Configuration

  • Step No 3 - Use Rule for Service Technician - refers to the Ticket Party Rule Function which is set under Define Rules for Employee Work Distribution link of Service and Social View of Administrator Work Center
  • Step No 5 - Installed Base/ Registered Product -  In Resgistered Product , you can maintain the Technician . So, if you maintain this in the Product field under Overview facet of Ticket View, this is taken over.
  • Step No 10 - Direct Responsible of Account -  It is the " Employee Responsible - Sales" - Party Role maintained under Account Team facet of Account View
  • Step No 20  - "Service Technician for Tickets" - refers to Rules maintained under Organizational Work Distribution link of Service and Social View of Administrator Work Center

 Note :

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:

 PARTY_ROLE_1.png

 

ST_Steps.png

Environment

SAP Cloud for Customer

Keywords

KBA , ticket , service technician , party role , ticket routing rule , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions