Ticket routing rules- ticket getting routed to wrong team

[Former Member]

Hi Experts,

I'm trying to make ticket routing rules but none of it working for my scenario.

What I'm trying to do is suppose a ticket subject contains keyword "Quitting" and "pradyuman" then they should route to their respected team(Police Department Team).

And if  they are normal tickets without these keywords then they should be routed to some another respected teams.

Screenshot attached for this scenario like how I made a routing rules table.

When ticket comes all the time every ticket is assigned to team "Police department". What should I do for this scenario to work properly.? Is there any way so that we can maintain nested decision table to make this work?

P.S. I haven't maintained any workflow rules or org. distribution rules to route the ticket.

Many Regards,

Pragati

[Former Member · Accepted solution]

Hi Pragati,

It seems that your first rule is always finding a match. 

Maybe you should change it to use a different operator rather than "Contains any". 

Perhaps "Contains string = Quitting" or "Contains pattern = *Quitting*".

Kind regards,

Gab

[Former Member · Accepted solution]

Hi Gabriele,

It's not working again. I have defined one rule only this time. So all tickets containing keyword pradyuman should be routed to police team. Other tickets should not contain any team. But all the tickets whether they contain this keyword or not they are getting routed to the same team.

What should I do now? Is there any way to maintain the nested rules table?

When doing with contains any

Also tried with contains any pattern [pradyuman]. In this case no team is assigned.

All the time only first rule is working for every ticket. Atleast if it doesn't contain any keyword/pattern then this rule should not be applied on tickets.

Plz. help

Regards,

Pragati

[Former Member · Accepted solution]

Hi Pragati,

Could you please try changing the operators as I suggested above:

contains string = pradyuman

or

contains pattern = *pradyuman*

Thanks,

Gab

[Former Member · Accepted solution]

Hi Gabriele,

I have tried with both string and pattern. In both cases only first rule is working. For e.g. if contains string=pradyuman then assign to police dept.

if if contains string=quitting then assign to research team...

Again it is assigned to Police deptt. team. So only 1st routing rules work.

Is there any way so that we can maintain all the keywords like pradyuman, quitting in single rule? or nested decision table.

Regards,

Pragati

[Former Member · Accepted solution]

Hi Pragati,

One clarification: does your ticket include both strings, or just one of them? 

The rules are evaluated in order 1...n, and the system stops after the first match.  So if your ticket includes both strings, the system will always apply only the first rule. 

Example:

Set up

Rule 1:  if subject contains string XXX -> Team A

Rule 2:  if subject contains string YYY -> Team B

Scenarios

a. Ticket "123 XXX 456" -> Team A (rule 1 applies)

b. Ticket "555 YYY 777" -> Team B (rule 2 applies)

c. Ticket "333 XXX YYY" -> Team A (rule 1 takes precedence)

I am not sure if you are in scenario c and get Team A (which is correct), or if you are in scenario b and get Team A (which would be a bug).

Thanks,

Gab

[Former Member · Accepted solution]

Hi Gabriele,

No We are defining two routing rules is two different manner. We are doing the things in this manner only.

Set up

Rule 1:  if subject contains string XXX -> Team A

Rule 2:  if subject contains string YYY -> Team B

Scenarios

a. Ticket "123 XXX 456" -> Team A (rule 1 applies)

b. Ticket "555 YYY 777" -> Team B (rule 2 applies)

You may check these screenshots...

Teams are different for both of the rules according to subject of team... But again ticket in both the cases(pradyuman string and quitting string) team remains same..

And ticket is routed to only Police Dept. team..

Plz. help like you said it might be a bug...so plz. try to make it resolved as we need to prepare for demo. Should I report an incident for this or some SAP product support person will follow up from here itself?

Regards,

Pragati

[Former Member · Accepted solution]

Hi Pragati,

Thanks for the screenshot with the sample tickets.  Go ahead and report a bug, you need somebody from Support or eventually DEV to debug and understand what's happening.

From a configuration perspective, the last items to double check are the party determination rules which we mentioned in another thread.  For example, if you also have rules to determine the Agent those may take precedence and the Team may be determined as a consequence.  Your screenshot does not show whether the tickets have an Agent assigned.

Kind regards,

Gab

[Former Member · Accepted solution]

Hi Gabriele,

Thanks for helping us out. Reported incident for this.

Thanks a lot!

Pragati

[Former Member · Accepted solution]

Hi Gabriele,

One more thing can we make nested decision table? Like multiple keywords we can make one rule? For e.g. If keyword is police then for this there might be many words police department, indianpolice, police Etc. Rather to make single rule for each and every keyword can we make a nested table for some bunch of keywords?

Regards,

Pragati

[Former Member · Accepted solution]

Hi Pragati,

Some of the fields allow you to use the "Include" or "Exclude" operators.  For other fields, such as the Subject this is not possible.   However, you have the ability to Copy rules, which should make it easier to define multiple rules that point to the same team.

Kind regards,

Gab

[suman_saurabh]

Hi Pragati,

Could you please check if "Use Rules Service and Support Team" in Maintain Determination step is checked?

Business Configuration -> Implementation Project -> Open Activity List -> Fine Tune ->

Click on Tickets for Customer Support or Tickets for Employee Support (Whichever is applicable in your case) -> Click on "Maintain Involved Parties" -> Select "Service and Support Team" -> Click on "Maintain Determination" button -> Check if step 5 "Service and Support Team" is selected.

If no, then select it and save your changes.

Now try to create the ticket again check if rules are working.

Regards,

Suman

[Former Member]

Hi Saurabh,

I have already done this. Is there any way of analyzing keywords in tickets and then routing to a specific team?

Regards,

Pragati.

[suman_saurabh]

Hi Pragati,

Let's wait for the response from Gab.

Regards,

Suman