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Partner Role is not Assigned automatically for tickets


In C4C we are using the partner role 146 'Agent-Service' as member of account team for customers. Whenever the sales organization is added to the party role it's not possible anymore to automatically determine the assigned Agent (which is the agent of the account) to a new ticket. The automatic assignment is only working when the party role has no sales organization.

The Customers are coming over from SAP ECC where all party roles are having the sales organization (S010)! Can you explain us step by step how Agents are automically assigned when a new ticket is created?

This is a business requirement from our customer and should be possible.

In first situation I don't add any sales organization and my agent is determined automatically:

In second scenario when I add the sales organization the agent is not determined anymore

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1 Answer

  • Jul 05, 2017 at 11:25 AM

    Hi Arian,

    We had a similar issue with parties determination in Opportunities when the parties needs to be copied over from the Account Team.

    The party determination from Account Team works only with the combination of (Sales Org + Distribution Channel + Division) for the Account selected. Please check your Account master data whether division is maintained for each Account. Usually when we enter the Sales Org in a transaction, the division is not maintained. Hence in the transaction level the corresponding Account Team parties will not be determined.

    So try to enable division also and maintain the division while entering the Sales Org in the Tickets. Check now whether the "Service-Agent" is determined from the Account Team correctly. We had a scoping question for Opportunities as below

    Once this was enabled, then in the Opportunity level when we open the sales order value help - we got the division also.

    Now that the division is also selected, the party maintained at the Account Team level was determined in the Opportunity.

    Please check this option whether it exists for Tickets, if so enable it and make sure division is also selected while maintaining the Sales Org in the ticket.



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    • Hello,

      I also activated in scope the Sales Area Determination with no success. The Sales organization, Division and distribution code is filled in both my party role and in my ticket.

      I also tried with 'Organizational Work Distribution' but this is neither working for my case.

      Any other advice?