C4C - Sales Organization Determination for Service Ticket

[MiguelEsteva]

Hi Guys,

It's so very confusing how the sales organization of a service ticket is being determined.

We have 2 scenarios with the null sales organization. (Both scenarios has an employee assigned.)

1. The ticket has no team but with an account with sales data.
2. The ticket has no account linked but with team assigned.

Below scenario determined sales organization:

1. The ticket has an account with no sales data but has assigned into a team.

Can you please advice on how the sales organization determine in the service ticket?

Your help is highly appreciated.

[stefaniemoschke]

How the sales org in tickets is determined depends on your settings done in scoping.

So please check share the setup of your scoping questions regarding sales data in tickets.

[MiguelEsteva]

Hi Stefanie,

Thanks for the feedback.

But can you guide me where specific in scoping you are referring to?

I've checked the below scoping question but it's not activated in our system.

Service - Customer Care - Service Request Management > Do you want to enable users to default and specify, per ticket, a predetermined combination of sales organization, distribution channel and divison?

Thanks in advance!

[former_member837405]

I'm having the same issue kindly let me know how you were able to solve this?

Thank you!

[cc4f00ba-6b54-403d-bf1c-3]

Hello Miguel,

Not sure of how your tenant has its determination defined but there's a way of creating a Workflow Rule to help you achieve the assignment you want.

1) Go to Administrator > Workflow Rules

2) Choose the object as Ticket (Section: 'Enter Basic Data') and Team = (empty):

3) Choose 'Rule Update'

See if it helps.

Thank you,

Gabriel