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Jan 31, 2017 at 08:42 AM

Organization Routing Structure Restriction Automated


Hi All,

i have requirement for org structure drill to route the ticket.

please check below requirement and guide to to achieve the solution.

SAP C4C case Management system is used to create a ticket or case. The frontline allocates or assigns a ticket to a specific service category when creating a ticket. After saving the ticket, the system automatically routes the ticket to the relevant admin team within the selected service category.

Currently when the admin team want to select or assign the ticket to the SME’s, the system displays all the SME teams, irrelevant of the ticket service category.

The business requirement to be implemented involves enforcing restrictions on the SAP C4C Case Management system. The admin team assigning a ticket to subject matter experts should not be able to assign/select an SME team which is disregarding of the ticket service category. I.e. if the ticket service category is “Billing”, the frontline assigning the ticket to a team should only view and select teams that are capable of handling “Billing Management” cases.ts.