3459584 - 2nd and 3rd Level Reporting Line Manager are not available for Tickets Approval Process

In the sales document's approval process—for instance, sales quotes—you work with a work distribution option called "Reporting Line Manager". This option includes the 2nd and 3rd level reporting line manager options within the sales quote and sales order approval process.

Nevertheless, these same options are unavailable when configuring approval process for Tickets.

SAP Cloud for Customer

1. Go to Administrator work center > Approval Process.
2. Create/edit an Approval Process of Tickets business documents.
3. See that the options for Work Distribution are fixed (Approver of Ticket, Direct Approvers, Manager of Agent Responsible for Ticket, Manager of Service Technician for Ticket and Responsible for Account).
4. Options "2rd Level Reporting Line Manager" and "3rd Level Reporting Line Manager" are not available.

For 'Reporting Line Manager' option of Work Distribution of an approval process, C4C will take as approver(s) the manager(s) of the Sales Unit that the owner of the sales document belong to.

Unfortunately, the recipients "2rd Level Reporting Line Manager" and "3rd Level Reporting Line Manager" are not available for Tickets. 

Currently, in the approval process definition, Work Distribution categories are fixed and pre-delivered by SAP.

This is the current expected behavior of SAP Cloud for Customer.

If you would like to suggest a change to this behavior, please submit your idea at the respective SAP Influence page:

• SAP Sales Cloud
• SAP Service Cloud

Please note that it is not possible for our Support Team to provide you additional information regarding the availability of this feature in a future release.

As a possible workaround to achieve this requirement for Custom Approval Processes, we have the PDI Enhancement Option: BADIforApprovalCustomResponsibilityDetermination.

SAP Blog: Creating Custom Work Distribution Category for Approval Process Definition 

Ticket Approval Process, Reporting Line Manager, Work Distribution , KBA , LOD-CRM-SRP , Service Request Processing , Problem