Automatic Routing

Hello All,
We are using CRM 2005.
We use rule modeler (context =order routing) when an agent clicks on Escalate Button, In automatic routing a set of predefined rules are defined where based on the conditions the routing takes place to the respective organization.
We need that the automatic routing will work based on the "category 1" field in the ic web client service ticket.
(we customizing the values in the SPRO --> define code groups and codes for catalogs, we display those values by the "Category modeler" )
We want that the "Escalate" Button will work based on the on the value in "category 1" field.
What is the relevant attribute for this requirement?
Thanks in advance
Tal

Hello Tal,
First of all, the category which is saved in the service transaction is the category of the lowest level that has been specified by the user. Therefore, the category which is stored in the document can be a category of any of the defined levels.
The attribute 'ORDER_CATEGORY' of the context 'ORDER' corresponds to the category which has been save in the business transaction.
You may consider the following possible solutions and see which one suits best your situation :
(1) you could create a rule for every category from the category modeler and define the routing to the corresponding organization; of course, this will bring along an additional workload and maintenance of the rules;
(2) you could try to harmonize the naming of the categories in the category modeler, for example :
--> Level 1 --> Level 2 --> Level 3 --> Level 4
--> CA_10
> CA_1010
> CA_1020
>CA_102010
> CA_10201010
> CA_10201020
>CA_102020
--> CA_20
> CA_2010
> CA_2020
--> CA_30
> CA_3010
> CA_3020
In this way, it should theoretically be possible to define only 1 rule per level 1 node. For example, the condition 'contains "CA_10" should then be valid for all categories which are hierarchically dependent of category CA_10.
(3) As already mentioned by Rohit, you can create a new attribute and build your own logic for it.
I hope this helps.
Kind regards
Kristoff.

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Hi
I am working on WEB UI CRM 5.0
I did all the necessary steps as describes at the blog:
[https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/c010e354-940b-2a10-28ad-fb63ec0c2744]
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Automatic Route detrmination

Hi SD pro's,
I have maintained all the steps of route determination and route stages. But, when i create a sales order, the route feild is not populated automatically. However, if i choose route and shipping type manually it works. Could someone help as how automatic route proposal takes place. It looks i am misiing some config somkewhere. Your help is appreciated. Thank you
Regards
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hi
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Details.
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Country
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Automatic route determination for sales order

Defined
Transportation Zone sold to party -0000000002
Shipping conditions -01
Transportation group in Material master -0001
Transportation zone ship to party - 0000000003
Assignment made -
Dep country zone -0000000002
Dest country zone -0000000003
Sc -01
Transportaion group -0001
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departure zone and destination zone is assigned to respective customer masters. and above assignment is made in IMG for route determination for order. But when i create the sales order route is not getting determined..i wnet to most of the threads in this form..but could not find a thread for route determination for sales order

Aju Joseph
-Do the shipping point detremination in OVL2.
-In Route Determination- Maintain Country & Transportation Zone For Shipping Point
-Here you will find the Shipping point whatever you have created in Enterprise Structure which is in grey i.e you cannot change.
-Just assign the departure zone which you have created in Transportation zone-000000002 to required shipping point & save it.
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1. Copare the Routes which are Automatically determined and which are not automatically determined
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