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Determination of Involved Parties - Ticket C4C

Jan 25 at 01:35 PM

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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

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Best Answer
Prasanth Sarma Aryasomayajula
Jan 25 at 07:06 PM
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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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Thank you for the explanation!

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Prasanth Sarma Aryasomayajula can the service technician for a new item in the ticket be as default value the own user? Does there a setting for this exists compared to ERP the user parameter in SU01.

Thanks for help,

BR Deborah

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