2539770 - Determination of Ticket Routing Rules for Processor Party Role

SAP Knowledge Base Article - Public

2539770 - Determination of Ticket Routing Rules for Processor Party Role

Symptom

For the Party Role as Processor, following way of determination holds :

  1. Any rule created under Employee Work Distribution of Service and Social View of Administration Work Center. These rules run during creation of a  ticket and also when the ticket gets escalated
  2. If the Party is not determined with above rule , then it follows the Determination Priority maintained in Business Configuration, wherein,
  • Step no 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 no 10 -  Direct Responsible of Account -  It is the "Service Agent " Party Role added under Account Team facet of the Account
  • Step no 20  - Responsibility "Employee responsible for Service Request" -  it is obselete
  • Step no 30 - Current User - Logged In User

   Note : If Step no 3 is selected , then none of the remaining below rules in Business Configuration is processed

 

Processor_Step.png

 

 

Resolution

For the part of: If Step no 3 is selected , then none of the remaining below rules in Business Configuration is processed

This rule apply to all party roles, including Service Technician and Teams. If BRF rule ius selected, the party determination will skip all the other steps in the rules.

Keywords

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

Product

SAP Hybris Cloud for Customer all versions