Routing of emails with valid Service Ticket Tracking Text

[Former Member]

Hi Experts,

System: SAP CRM 2007 (ERMS)

If an email is send to the ERMS system with a valid Service Ticket Tracking Text, based on the rule:

If

Service Ticket Responsible Is Not Equal To ""

Then

Route to Service Ticket Responsible ( Route To (On Exception) = "" )

The email can be routed to the Service Ticket Responsible of the Service Ticket or a default org.

My requirement is to route the email with a valid Service ticket tracking text to the Responsible Org (Service Employee Group) of the Service Ticket.

How can this be made possible. Can any one guide me with the Steps.

Regards,

Namita

Edited by: Namita Singh on Jul 10, 2009 8:42 AM

[Former Member]

Hi Namita,

Arden is right, you will have maintain the rule for the responsible org and manually insert the org unit number with the syntax :

O 5779900 , you can view this number for your org in ppoma_crm

This should default the hard coded org for the e-mail routing

Regards

Raj

[Former Member]

Hi Arden / Raj,

Thanks for the response. But my requirement is a little complecated, I have multiple orgs and email coming into the system with a valid Service ticket tracking text needs to be routed to different orgs based on the Responsible Group of the Service Ticket.

Hence, the system needs to read the Service Ticket and the Service Ticket Org and then the routing should happen to the respective orgs. Default routing may not be wise thing to do here.

The standard rule, in the rule modeler, seems to read only the follwoing:

Service Tikcet Priority

Service Tikcet Status

Service Tikcet Number

Service Tikcet Agent Responsible

The system does not read the Org details of the Service Ticket. Due to this the email can not be directly routed to the Org.

Any input of this?

Regards,

Namita

[Former Member]

Ok Namita,

I guess your requirement is a little difficult.

Can you let me know the following

1. As you said your service ticket has different responsible groups say (A,B,C,D,E). so i guess the partner function responsible group holds this information right?

2. Now, based on this partner function you have to route the ticket to responsible org's only

If this is your requirement, I suggest you to tag a condition along these org's like (status or priority) (but this again depends on how many such org do you have?)

Else the better way could be to route all the tickets to the TL who in turn identifies the responsible org and routes it further.

Regards

Raj

[Former Member]

Hi Raj,

I think you have the right understanding of the scenarion now.

1) You are right Partner Funtion Resposible Group holds the information about the Service Ticket Responsible Group

2) You are right again, I need to route the email based on Service ticket Responsible

The option of manual routing by a TL is rules out and the process needs to be automated (the reason being: SLA is based on the Org to which the email gets routed)

Even i am thinking on the same lines to add another Attibute for the Fact Gathering Service FG_SVCTKT and then route the email to the Responsible group. However, I am not clear on the steps to follow. could you help me out with that?

Regards,

Namita

[Former Member]

will get back on this soon..

[Former Member]

Thanks a lot Raj. I will wait for your reply.

Regards,

Namita

[Former Member]

Hi Namita,

I was trying to simulate your condition and i thought the following could be useful to you.

You validate your tickets based on "Text" for them to be put into the ERMS --(Is it true?)

and then you want the service ticket responsible org to be intimated about the ticket

while selecting the action/parameters --> You will need to add the entry Route E-mail , this will give you the organization unit object .

At the back end in the service manger profile the service id for this is -->AH_ROUTE and the class is CL_CRM_ERMS_AH_ROUTE

There should be an enhancement written in this class for the identification of the Responsible org unit partner function org so that it gets identified as the org to be intimated about the ticket.

The other way is to add the service FG_SVCTKT to your service manger profile(guess it should be the default one) so that then you can check for the Actions/parameters to assign the partner function holding the responsible org data.

Hope this helps

Regards

Raj

[Former Member]

Hi Namita

In the Rule Modeler select the Route To Org Responsible and input the Org Unit reposnsible, Eg O 50001234.

Regards

Arden