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CRM_IC_TICKET_ESCAL - Define Automatic Routing

CRM_IC_TICKET_ESCAL - Define Automatic Routing

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You can define automatic routing according to your requirements. You make the necessary settings in the rule modeler:

  • Open the extended search in the rule modeler, select the context ID ORDER and start the search.
  • Select the policy DEFAULT and configure it to meet your business requirements by creating rules and assigning relevant conditions and actions.
You can also create your own policy. You do this in Customizing for the E-Mail Response Management System (ERMS) by choosing Customer Management --> E-Mail Response Management System --> Service Manager --> Define Service Manager Profiles.
  • Note that the routing for each rule can only be set up for either an organizational unit and individual person, or just to an organizational unit. Routing exclusively to individual persons is not supported.
Note that forwarding to a position is not possible; neither in reference to an organization nor in reference to an employee responsible:
  • To forward to an organization, use the object type "O".

  • Ensure that a business partner is assigned to the employee responsible.

  • You can include up to five attributes in routing. These attributes include priority, status, reference product (installed base component), confirmed customers, and categorization of the business transaction or case. This makes it possible to forward the business transaction or case to other organizational units when there are different values for these attributes.
When one of your routing attributes is based on multilevel categorization, you must use the Contains operator.
  • A business transaction or case can only be forwarded to an organizational unit (or a combination of organizational unit and person). Therefore, if multiple rules apply, the result has to be checked.

The definition of rules for automatic routing is based on settings in standard Customizing.

You can view these settings by choosing Customer Management--> E-Mail Response Management System --> Service Manager--> Define Service Manager Profiles.

The relevant service manager profile is SAP_ORDERROUTING. For more information, see the corresponding Customizing documentation.

The settings for the service manager profile SAP_ORDERROUTING should not be changed.






Addresses (Business Address Services)   ROGBILLS - Synchronize billing plans  
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