Service Ticket Party Determination

[Eduardo_DaSilva]

Hello experts,

maybe you could clarify me on this question.

Our requirement is to have the creator of the ticket as the processor and the service team be the one where he is assigned to, if the previous rules all fail.

I've setup the party determination as follow:

I have some rules defined on the Ticket Routing Rules which in the case I'm testing and no valid rule will be selected so no determination will be found under step 5 - Use Rules for Service and Support Team.

Then I would expect that it take the other determination rule 20 - Functional Organizational Unit of Processor, but unfortunately is not taking that rule in consideration at all.

To enhance the determination under Processor I've as well setup the following setup:

I know for certain that the step 5 will also not find a valid rule and then should as well take the step 30, which is also not been taken.

So my end question is to understand why this is not working as I would expect to be working, since if this is a step process then all the rules should be considered and executed, correct?!!

Really would appreciate your support on this question.

Best regards,

Eduardo

[PrasanthArya · Accepted solution]

refer : https://launchpad.support.sap.com/#/notes/2539879

[Eduardo_DaSilva · Accepted solution]

Thank you Prasanth