Ticket routing rules by employee not working

[yousef1996]

i have followed all steps including Sap notes while determining ticket routing rules by employees, but it is not working! i tried to be as simple as i can, but also nothing happens.

I inserted only Escalation status, Product and the result column with employee assigned and role !

here is a screenshot attached with rules !

[Neeraj_Jain]

Hello y0usef_1996,

Please refer below SAP Note. Hope it's clarifies your query.

https://userapps.support.sap.com/sap/support/knowledge/en/2642452

2642452 - Ticket Routing Rules Not Working

Regards,

Neeraj Jain