C4S Ticket - Maintain Determinations

[Andrew86]

Can anyone detail some definitions for the following under Maintains Determinations for Service and Support team:

• 10 - Responsibility "Organization center Service Request"
• 20 - Functional Organizational Unit of Processor;
• 30 - Organizational Unit from Org model if only One Suitable Functional Unit Exits"

And Processor:

• 3 - Use Rules for Processor;
• 10 - Direct responsible of Account
• 20 - Responsibility "Employee Responsible for Service Request"
• 30 - Current User"

It would aid us determine how tickets are aligned to our agents and our teams.

[former_member303175 · Accepted solution]

Hi Andrew,

In addition to above note, you could refer to below KBA, for further information for additional party roles

https://apps.support.sap.com/sap/support/knowledge/public/en/2539770

https://apps.support.sap.com/sap/support/knowledge/public/en/2540331

Thanks,

Vani

[Andrew86 · Accepted solution]

Thanks for your answer.
Andrew

[former_member255747]

Hi Andrew,

You can refer to the following link:

https://apps.support.sap.com/sap/support/knowledge/public/en/2539879

Regards,

Priya Sharma

[Andrew86]

Thanks for replying to me, much appreciated.