SAP Knowledge Base Article - Public

2540331 - Determination of Ticket Routing Rules with Party Role as ServiceTechnician Team

Symptom

With Party Role maintained as  Service Technician Team , the following order applies:

On create rules cannot be set, hence  rule order is only based on priorities set in Business Configuration

  • Step No 3  - Use Rules for Service Technician Team - refers to the Ticket Routing Rule link of Service and Social View of Administrator Work Center
  • Step No 5  - Installed Base/ Registered Product - refers to deriving Technician from Registered Product
  • Step No 10 - Responsibility "Service Technician Team for Tickets" -  refers to Rules maintained under Organizational Work Distribution link of Service and Social View of Administrator Work Center
  • Step No 20 - Functional Organizational Unit of Service Technician -  Team is derived from Processor based on the Org Model set up
  • Step No 30 - Organizational Unit form Org Model if only one Suitable Functional Unit exists -  IF there is only one Org Model in the system and has Function as service, then this is derived as Team

 

Nte : Once if the Step 3 is selected other below Steps in Business Configuration is not processed

STT_Steps.png

See Also

 2539770 - Determination of Ticket Routing Rules for Processor Party Role

2539879 - Determination of Ticket Routing Rules for Party Role as Service and Support Team

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

Keywords

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

Product

SAP Cloud for Customer add-ins all versions