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About Configuring Ticket Routing Rules

Former Member
0 Kudos

Hi all,

I have configuring ticket routing rules in C4C, and activated it. The rule means " when create a new ticket, the value of ticket type is xx, then routing to xx org. team."

But when i create a new ticket for test, and choose the ticket type yet, however the org. team is not the correct team?

Accepted Solutions (1)

Accepted Solutions (1)

0 Kudos

HI Eric,

im not sure but I think you should also maintain the ticket party roles in a proper way.

Open finetuning and go to Tickets. Open Party roles click "maintain rules". Here is where you need to define that the owner is assigned by taking the rule into account.

Br

Christian

Former Member
0 Kudos

Hi Christian,

Thanks for your reply, and i have got the reason, please look the screenshot below:

    The first party role inactive, Ticket Routing Rules ok when activating it .

Answers (0)