Routing Service tickets using Rule Modeler

[Former Member]

Hi experts,

We plan to use Rule Modeler for routing Service tickets created in Interaction center.

But, I am not aware of how it can be done. Could you let me know how this can be done?

Thanks & Regards,

Raj

[Former Member]

Hi Raj

There is an "Escalate" button on the Service ticket. If you are planning to use that then heres how to configure routing using rules policy:

Business Role: IC_Manager

1. Open search in the rule modeler, select the context ID ORDER and start the search.

2. Select the policy DEFAULT and configure it to meet your business requirements by creating rules and assigning relevant conditions and actions.

To create your own policy.

IMG > Customer Relationship Management --> E-Mail Response Management System --> Service Manager --> Define Service Manager Profiles.

To forward to an organization, use the object type "O".

I hope this helps

Regards

Rupesh

[Former Member]

Hi Raj

This is possible to do by following the 2 documents from John Burton:

ERMS - How to Guide for Consultants

ERMS - Overview for Consultants

They should be still available here: https://websmp208.sap-ag.de/crm-inst

For CRM 5.0

Under Category CRM Core and Standalone

Note that the settings are generally still correct for any later version of CRM.

Regards

Arden