SAP Knowledge Base Article - Public

2539770 - Determination of Ticket Routing Rules for Processor Party Role


This document explains the determination for Processor Party Role in tickets.


SAP Cloud for Customer


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  • Step 20  - Responsibility "Employee responsible for Service Request" -  it is obsolete.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


If the subsequent Determination steps needs to be executed when the Routing Rules does not match to determine the Party Role, then, an empty row with * for all fields  and with the corresponding Role Code, must be created "at the End of the Ticket Party Rule Function" as:



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


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


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions