How to use forward to

[Former Member]

Hello Experts,

I want to use forward to filed in agent inbox for the below scenario.

I want to place or replace organization in the organization tab page of the service ticket using forward to filed in agnet inbox.

What I see in the customization is organization need to be identified as one of the partner functions in the partner determination procedure so that when organization is chosen in forward to will set organization partner function with the selected organization, but here I do not want to take organization as partner function and use u2018forward tou2019 to place or replace organization in organization tab page.

Does any one know how to do this?

It would be a great help from you if you can guide me.

Awaiting to hear from you all.

Thanks

Srikanth

[Former Member]

Srikanth

I think your scenario can also be explained as "Organization Redetermination".

Out of the box the Forward to will replace the Responsible Org "Partner" and not the Org unit.

So when the system sets the new Responsible Org "Partner" you have to replace the Org unit aswell.

See the following thread it might help.

Regards

Rupesh