on 10-09-2009 1:24 PM
Hi all,
we are using solman service desk with automatic support team determination,
ticket is created in R/3 and flow to solman
now we have a requirement
can we allocate tickets on the basis of the user geographic location ???
For e g
If a user from US creates a tickets in ECC then it shoud assign this tickets to a X person
if a user is from france it should assign to Y person
Thanks for your help
Anil
Hi Anil,
Yes it is possible by various ways
one way
Create 2 sold to party one for X regiion and another for Y region
now for X sold to party the person A is responsible det by PFAC rule and
for Y sold to party the person B is responsible det by pfac rule
It is do it in this way other way may include developments also and if u choose this option it is good for reporting say for e.g.
if you want to see total tickets for X region just fill the BP of X in Crm_dno_monitor and u get the list of all tickets for X only and ofcourse without any restriction you get total including both X and Y.
Regards
Prakhar
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