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Deborah Albrecht

Determination of Involved Parties - Ticket C4C

Jan 25, 2018 at 01:35 PM | 483 Views | Last edit Jan 25, 2018 at 07:46 PM 2 rev.

Dear experts,

what does the "Use Rules for Service Technician" mean in the Determination of Involved Parties for Tickets? Where can I put the rule?

Is it possible to put as proposal value the own user in the Service Technician Field with adding an item to the ticket?

Best regards,

Deborah

determination-involved-parties-tickets-c4c.png (44.0 kB)
SAP Cloud for Customer
c4c core | c4c | tickets | involved party | service technician
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    Prasanth Sarma Aryasomayajula
    Jan 25, 2018 at 07:06 PM

    Use Rule for Service Technician refers to the Ticket Party Rule Function which is set under Define Rules for Employee Work Distribution link of Service and Social View of Administrator Work Center

    Installed Base/ Registered Product - In Registered Product , you can maintain the Technician . So, if you maintain this in the Product field under Overview facet of Ticket View, this is taken over.

    Direct Responsible of Account is the " Employee Responsible - Sales" - Party Role maintained under Account Team facet of Account View

    "Service Technician for Tickets" - refers to Rules maintained under Organizational Work Distribution link of Service and Social View of Administrator Work Center

    Hope this clarifies ..!

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