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Ticket routing using organization structure based on customer country and language

Mar 01, 2017 at 10:33 PM

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Hi,

We are implementing customer support and using organization work distribution rule for ticket routing, but problem is that we have to route the ticket based on customer country code and language which I am unable to find as parameter there. Can anyone please advice how can I achieve this?

We don't want to use territory based routing because we have replicate the c4c ticket to CRM with service org details.

Regards

Nitin

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Ankush Pashine
Mar 02, 2017 at 11:04 AM
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Hello Nitin,

I can see the Column for Customer Country and Customer Language available .You need Adapt those columns.

Thanks and Regards,

Ankush Pashine.


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Hi Ankush,

Thank you so much!! It worked.

Also could you please advise on my below thread:

https://answers.sap.com/questions/149139/issue-with-team-list-and-agent-list-in-service-tic.html

Regards

Nitin

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