Automatic Routing in the Service Ticket

[Former Member]

Hi everybody.

what's "automatic routing"?

When i click on "escalation" in the service ticket, it's display a message "No rule found for automatic routing".

With profile "ic_manager" i was create a roule but now i don't know where insert it in the customizing?

Anyone has any idea about this ?

Best regards.

Virginia

[Former Member · Accepted solution]

You need to customize in the Rule Modelor.

[Former Member · Accepted solution]

Hi,

but where is the roule modelor in SPRO?

thanks a lot.

[Former Member · Accepted solution]

Hi Virginia,

You need to pre-configure some rules based on which you route service tickets.Login with IC manager role in CRM 2007.There you go to Process Modeling->Rule Polciy->Create rules.

Here you create rule for Context=Order Routing.

Rule will be something like-If transaction type=service ticket and employee responsible = Virginia, then route to 'XYZ'.

I have done similar thing for Complaints.

Hope this helps!

Regards,

Rohit