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I’m a Business Processes Senior Consultant at SAP with focus on CRM Sales, Marketing processes, Interaction Center, application customizing, user interface configuration, S/4HANA Customer Management and Cloud for Customer (C4C). 13 years SAP experiences in different areas and countries. Broaden SAP knowledge, skilled in project management, process analysis and definition as well as special product knowledge of SAP CRM, due to assignments in development, partner management and consulting.

 

Symptom

Ticket Routing Rules have been set to Assign Team to the created tickets based on a certain condition, example Service Category and/or Incident Category.

However when tickets are created meeting the condition, they are not assigned to the expected Teams.

 

Reproducing the Issue

  1. Go to Administrator work center.
  2. Go to Service and Social
  3. From the Work Distribution section select Ticket Routing Rules.
  4. Define Routing Rule in a way to Assign Team based on a certain condition (Service Category and Team)

 

 

  1. Go to Business Configuration work center.
  2. Go to Implementation Projects
  3. Open Activity List of an ongoing project.
  4. Navigate to the Fine-Tune
  5. Find activity: Tickets for Customer Support or Tickets for Employee Support.
  6. Select Maintain Involved Parties.
  7. Select Party Role: Service and Support Team.
  8. Select the Maintain Determinations button.
  9. Check for Active: Use Rules for Service and Support Team
  10. Select OK followed by Save and Close.

 

 

Now in the Service work center, check if team is assigned.

  1. Go to Service work center.
  2. Go to Tickets
  3. Create a ticket with the defined Service Category.
  4. Notice the Ticket does not have Team assigned

 

Cause

The reason for the missing assignment is that the Use Rules for Service and Support Team determination is not yet defined completely.

 

Resolution

  1. Go to Administrator work center.
  2. Go to Service and Social
  3. From the Work Distribution section select Ticket Routing Rules.
  4. To the previous definedRouting Rule assign a Role Code for the team. Choose 28 for Service and Support Team.

 

 

PS: Org based rules should be disabled for both processor and team. Else, above routing rules will not be triggered

This would be under Administration -> Service and Social See screenshots below.

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