Service Request not Routing (Dispatch Button Not Working)

[former_member228385]

Hi All,

We are working on a Service Request and trying to use the Rule Modeling for Service Request Routing and did all the configurations as below, but nothing is happening while clicking on the “Dispatch” button in the Service Request. 

Steps done:

Copied and created the Service Request

Created the Rule Policy under the Context “Service Request Management” with condition Route to Group “X” org. Unit if Transaction Type is “Y” and released the Rule

Tried by Copied the service manager profile SAP_ORDERROUTING  and Service ID SRV_REQ_RULE_EXE with Innovation order: 50 and assigned the created Rule policy

Assigned the copied Service Manager Profile to the Service Request.

Result: Not able to Route the Service Request as per the rule, even nothing is happening after clicking on Dispatch button.

Thanks & Regards,

Ravi

[Sigrid · Accepted solution]

Hi,

What I have seen is that after a kernel upgrade to 720 the rule evaluation did not work anymore. Therefore dispatching was not possible. It is summarized in KBA 1877764.

Best Regards,

Sigrid

[former_member228385 · Accepted solution]

Hi Sigrid,

Thanks for the information, this note helped me and my problem Solved.

Thanks & Regards,

Ravi Sankar

[ocpjcp]

Hello Ravi,

Let me take a chance by sharing the hunch I have:-

While creating the Service Manager Profile there should be two parameters. context and policy.

Pls check if the parameter context is set to "SERVICEREQUEST" while defining the service manager profile.

Hope this helps.

Regards,

Parveen

[former_member228385]

Hi Praveen,

Thanks for the updates, but it have been maintained already, but still the problem occurs.

Thanks & Regards,

Ravi Sankar