Ticket routing rules 1808 release

[Former Member]

Dear Experts,

with the new 1808 c4c release the organisation work distributio and Employee workdistribution are set to deprecated.

right now we do not have new ticket routing rules defined in the system. will this still work for the service and support team after production upgrade ?

Ticket Routing Rules by Organization or Territory

Ticket Routing Rules by Employee

Next Ticket Configuration

Organizational Work Distribution (deprecated, use Ticket Routing Rules instead) Employee Work Distribution (deprecated, use Ticket Routing Rules instead)

please share some info here .

Thanks, Mani

[former_member555664]

Hello Arun,

I've started creating ticket assignment rules in the system. It works quite fine with the deprecated work distributions but not with the new ticket routing rules.

1) I have deleted the deprecated distributions (set on "undefined") so the new rules coud work

2) I've selected the Party Role 28 in the new rules

3) I have enabled the step 5 : " Use Rules for Service and Support Team " in the fine tuning of the project for the Party Role 28 - Service and Support Team, as explained by your colleague here

https://blogs.sap.com/2018/03/27/ticket-routing-rules-is-not-working-as-the-role-code-28-for-service...

(steps 20 and 30 were also enabled for this party role)

It doesn't work in the end, and actually it's also blocking the automatic assignement to a team in the ticket creation screen

Do you know if I missed something here?

Best regards,

Maxime

[former_member555664]

Hi Arun,

I've been able to use the new routing rules. It's OK. But in some specific cases, they're not working while the deprecated work distributions still do the job. For instance, when I want to escalate a ticket that doesn't belong to my primary team, it doesn't work. Have you been aware of dysfunctionalities with the new routing rules?

Regards

[arun02_12]

Hello Maxime,

Do you mean that when you escalate a Ticket the re-determination of the team is not happening?

It should work.

Best Regards,

Arun

[former_member555664]

Hi Arun,

I realized the determination steps were not including these new rules (step 5 in the system). So I included the rules and I add a last empty row in case of manual creation (or the automatic assignment won't work). No it's OK.