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Service Agent is not determined


When we create a new ticket knowing that in account team of accounts the sales org. is added on a certain party role. (E.g. Technical Sales = Service agent) the agent is not determined from the ticket.

'Technical Sales' is only determined when the sales organisation is empty but as the moment we enter the sales organization for this role the technical sales is not determined anymore.

Can anybody help me how we can resolve this?

Thanks in advance!

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2 Answers

  • Best Answer
    Jul 04, 2017 at 07:15 PM

    Hello Arian,

    Could you please check if the user does have access to the Work Center People->Employee? If the user does not have acess, then he will not be able to find any agents.

    Hope this clarifies your request.

    have a wonderful day ahead.

    Best Regards
    Gabriel Brage

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    • Hello,

      I'm working with an administrator account and yes I have access to the employee workcenter.

      I don't think this has something to do with "employee workcenter" as the agent is normally determined automatically automatically. Please notice that I just renamed "Agent Service" role to "Technical Sales

      When I don't enter the sales organization on account team for the role "Technical Sales", the correct person is determined.



  • Jul 05, 2017 at 10:32 AM

    Hello Arian,

    You can refer below link

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