Ticket Allocation based on Geography location

[Former Member]

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

[prakhar_saxena]

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

[Former Member]

How do you link the Sold To BP's created for each region to the BP populated in the 'Reported By' field?

Thanks

Simon