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Support team Determination

I am using Support team determination based on multilevel categorization and it works and detects only the support team, I want to detect support team Message Processor and update when service request is created.

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  • Posted on May 13 at 06:52 PM

    You mean determine Processor?

    You can reuse the same method (AI_SDK_DETERMINE_SUPPORT_TEAM, supposing you are using BRF+ determination) as a new action, you just need to create a new BRF function to determine Processor by your requirements (need to have same parameters as the one for Support Team) and pass the right processing parameters on new action configuration (you can find other parameters on action method implementation):

    • Application ID / Function ID: Your BRF+ Application / Function Guid you created for Processor determination.
    • PARTNER_FCT: Partner Function to set (here you pass the Processor Function one).

    I don't remember on any restrictions to also set Processor on creation, but if complains you need to adapt customizing at that point too.

    This action method is very flexible despite its name. Here is a print of processing parameters when I used it to automagically fill Change Manager function with my own BRF+ Function for a ChaRM demonstration (customized in Request for Change action profile).

    The (old) PFAC rule-based action also have Function and Rule as parameters, so it could be used to fill Processor too, you just need to create your rule on PFAC.

    Note that they both fill function when that function is still empty.

    Best regards


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