Report Broadcast to multiple Service Agents

[Former Member]

Hi,

We have a requirement to broadcast the list of service tickets to Service Agents. There are around 400 Service Agents created in C4C system which do not have business users. Custom fields to capture zone and region are created in Service agents. We have developed a Report for Ticket by joining Ticket+Business Partner Datasource. Datasource is joined on Service agent code of Ticket and Business Partner. This Report will capture Ticket Details from Ticket Datasource, each ticket will have a service agent code associated with it and fields like zone and region will be pulled from Business Partner Datasource. On a daily basis there will be many records in Report. We have to broadcast this report to respective service agents restricted to their view itself. How this can be achieved without creating multiple views for each service agent and also without adding manually email addresses of Service Agents in broadcast?

Thanks

Sindhu

[former_member390432]

Hi Sindhu.

Depending of the fields, it is possible to check if there are advanced selections that restrict the data to show only for example "Opportunities - advanced option - only assigned to my user". I believe it would restrict the data at some point. Since this is a customized data source and Service agents I am not sure if it will work in similar way than you can have in normal reports that are not used in broadcast.

About the possibility of sending the broadcast to non registered e-mails, it is not supported by the current version of the system. This information is required to be added in the system, or the broadcast will fail.

Best regards.

Mirelle Freitas

Support Consultant, SAP Product Support