SAP Knowledge Base Article - Public

2539770 - Determination of Ticket Routing Rules for Processor Party Role

Symptom

This document explains the determination for processor in tickets.

Environment

SAP Cloud for Customer

Resolution

For the Party Role Processor, 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  • Step 20  - Responsibility "Employee responsible for Service Request" -  it is obsolete.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.

   Note: If Step 3 is selected, none of the remaining steps will be processed. This also applies when using Ticket Routing Rules for other Party Roles.

Processor_Step.png

This is accessed in Business Configuration > Tickets for Customer Support > Maintain Involved Parties > Select Processor > Click in Maintain Determinations.

Keywords

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

Product

SAP Cloud for Customer all versions