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

Symptom

You would like to know what order applies in determination with Party Role maintained as Service and Support Team.

Environment

SAP Cloud for Customer

Reproducing the Issue

Cause

Resolution

For the Party Role as Service and Support Team, following way of determination holds:

Any rule created under Ticket Routing Rules of Service and Social view of Administration work center. These rules run during creation of a ticket and also when the ticket gets escalated.
If the Party is not determined with above rule, then it follows the Determination Priorities maintained in Business Configuration, wherein:

Step 5 - Use Rules for Service and Support Team - follows the Routing Rules set under Ticket Routing Rules of Service and Social view of Administration work center. These rules are executed during creation and every change in the ticket.
Step 10 - Responsibility "Organization center Service Request" - it is obsolete.
Step 20 - Functional Organizational Unit of Processor - Team is derived from the processor based on the Org model set up.
Step 30 - Organizational Unit from 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.

Note:

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:

Keywords

ticket, routing rules, service and support team, party, role, determination , KBA , ticket , party role , ticket routing rule , service and support team , LOD-CRM-SRP , Service Request Processing , How To

Product

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