SAP help
Configuring Ticket Routing Rules by Team or Territory:
https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1802/en-US/d522fe572b5c406d9015ebbb4dc9a1d2.html?q=ticket%20route
Routing tickets by territory or team allows you additional flexibility versus routing tickets by org unit. Employees can be assigned to multiple territories, or teams, but only one org unit.
Automatic Ticket Processing:
https://help.sap.com/viewer/e3d4d4173c6f4231a6a35885511484ee/1802/en-US/bcd6aaba88164c56a9fca3e865e982f3.html?q=ticket%20route
在Ticket Routing Rules裡配置:
和SAP許多其他產品的determination套路一樣,同一列之間的不同column是AND關係,不同列之間是OR關係。
這些rule在後臺還是存儲成一系列BRF相關的模型。
我們在前臺看到的determination rule界面,在後臺存儲成BRF function裡的一個decision table:
Input field lists for this function:
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