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C4C - Auto Populate Task (Activities) Territory with Ticket Territory Detail

Apr 11 at 09:27 AM

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Hello

I am trying to make a workflow which takes Tasks created in a ticket by the Agent and automatically assigns the Task Territory to the Territory which the Ticket belongs to.

I cannot seem to create a workflow that updates the business object Task with detail from the business object Ticket as the pre-populated options to select the field to be updated are not available to me.

Can someone please advise me?

Thanks

Jess

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1 Answer

Siraj Saibudeen Apr 11 at 11:01 AM
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Hi Jess,

How is the territory determined in the Tickets. Is it based on the Accounts or Employee's data or is it manually updated??

Regards,

Siraj

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Hi Siraj

Thanks for replying.

Our Territories are determined based on the Service Categorisation (by workflow) or manually selected by the Agents. We use Territories to group our Agents into their respective departmental Teams which I think is a little different from the typical use for Territory function.

Hope this helps.

Jess

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Hi Jess,

Since agents are assigned to territories based on their department, it would be expected that even in the task the same department territory where the agent is assigned should be determined right??

Then you can enable the automatic determination of territories for transactions in the business scope fine tuning (under territory management), so that territories are assigned to transactions based on the logged in employee's territory.

I am not sure whether this would help, but you can give it a try.

Regards,

Siraj

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