3475664 - Organizational Work Distribution Vs. Ticket Routing Rules

You have some rules set up under Administrator > Organizational Work Distribution (deprecated, use Ticket Routing Rules instead) but also some Ticket Routing Rules. You would like to know how these 2 settings work together.

SAP Cloud for Customer

The organizational work distribution rules are deprecated, but technically they still work if you choose to maintain and activate them.

If the old rules are used, the new ticket routing rules will not be applied anymore. Additionally, whatever is maintained in the Business Configuration > Tickets for customer / employee support > Maintain Involved Parties > Maintain Determinations will not be applied.

The old rules (Organizational Work Distribution) have no integration with the business configuration settings or ticket routing rules and can only work as standalone.

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