This document explains the determination for processor in tickets.
SAP Cloud for Customer
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- Step 20 - Responsibility "Employee responsible for Service Request" - it is obsolete.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.
This is accessed in Business Configuration > Tickets for Customer Support > Maintain Involved Parties > Select Processor > Click in Maintain Determinations.
KBA , ticket , party role , ticket routing rule , processor , LOD-CRM-SRP , Service Request Processing , How To