1904776 - The Product Category cannot be linked to the Service Processor

The Product Category is not available to be linked to the Service Processor.

SAP Business ByDesign

1. Go to the Application and User Management work center.
2. Go to the Task Distribution view.
3. Go to the Employee Work Distribution sub view.
4. Go to the section Business Area:Service and Support.
5. Select Processor for Service Request.
6. Click on the Edit button.
7. In the Edit Work Distribution Rules screen, click on the button Add Rule.
8. Maintain record for the Employee Responsible.

In the below section, it can be observed that there is no tab for Product Category, so that the Employee can be link to the Product Category.

There is no Fine-Tune activity maintained to link the Employee with the Product Category.

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view.
3. In the Show field from drop-down, select All Current Projects.
4. Click on the Go button.
5. Select the current project and click on the button Open Activity List.
6. Go to the section Fine-Tune.
7. In the Show field from drop-down select All Activities.
8. In the Find field, search with Criteria to Determine Responsibilities for Service Requests.
9. Click on the Go button.
10. Open the activity.
11. In the Criteria to Determine Responsibilities for Service Requests screen, click on the link Select Criteria to Determine Processor - Service Request.
12. In the Criteria screen, select the criteria from drop-down as Processor by Country, Service and case Category, Product Category - SRQ and Save it.

Once done, Product Category tab will be available to link it with Employee Responsible under the Work Distribution Rule screen.

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