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how does the ticket routing work

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Hi Team,

we have an ORG unit created as HR Employee Advisory_T1 , which consist of the HR partners in Organizational Hierarchy, the tickets which needs assistance from the above-mentioned unit, need to be route with in the ECSC system, however the tickets can't be routed currently.

Can you help to make necessary changes to the configuration so that the tickets can be routed to the concerned team. I have checked the relevant KBAs available but couldn't find a solution to it.

please note that the employees belong to the mentioned org unit doesnt have C$C license currenly, i.e. they are not the counted usrs.

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