Forwarding of service tickets in Interaction Center R E W A R D P O I N TS

Hi CRM gurus,
I'm working on SAP CRM 2007 with Employee Interaction Centre (EIC) service scenario.
I need to fulfill the following requirement:
in the call centre, there are two groups of agents. From the Inbox, an agent of the first group has to be able to see the Service Tickets assigned to his group and he can decide to forward a ticket to the second group.
The organizational structure has been maintained in SAP CRM and there is no link with R/3.
With the PPOMA_CRM I've created an Organization with two Offices and I've assigned the employees to them.
ex.
SORG.001 --> ID: O 5000001; Business Partner: <None>
    SOFF.001 --> ID: O 5000002; Business Partner: <None>
    SOFF.002 --> ID: O 5000003; Business Partner: <None>
When I define Forwarding Profiles, with the transaction CRMC_IC_AUI_FWD, I have to specify the receiving BP: the code I have to insert is not the ID of the Office, but the Business Partner associated to it. The problem is that I haven't been able to associate a BP. How can I do?
I hope you can help me!!!
Thanks in advance,
Andrea
I will R E W A R D    P O I N T S

Hi, I've tried to follow your indications, but I was not able to solve the problem.
The settings in my system were:
HRALX HRAC X Activate HR Integration
HRALX MERID X Enter Integration Error in IDOC
HRALX MSGRE 0 Recipient of Error Message When Creating BP
HRALX OADBP Business Partner of Standard Address
HRALX OADRE Address Necessary for Business Partner?
HRALX OBPON ON Integration O-BP Activated
HRALX OBWIG X Ignore Business Partner Warnings
HRALX ONUMB 3 Business Partner Number Assignment (Org. Unit)
HRALX OSUBG 01 Business Partner Subgroup (Organizational Unit)
HRALX PALEO Log: Organizational Units in ALE
HRALX PALEP Log: Employees in ALE
HRALX PBPHR ON Employees Are Replicated from HR System
HRALX PCATS Integration P-BP for CATS Activated
HRALX PINAC Activate ALE Distribution of Inactive Employees
HRALX PLEVE 3 Log: Detail Level of Error Messages (1 - 5)
HRALX PNUMB 3 Business Partner Number Assignment (Employee)
HRALX PQUAL Import Qualifications
HRALX PRTON Log Active
HRALX PSUBG ZE Business Partner Subgroup (Employees)
HRALX PSYNO Log: Organizational Units in Dialog
HRALX PSYNP Log: Employees in Dialog
HRALX USRAC X Create Relationship to User
The position HRALX-OBPON was already set with "ON".
Deactivating the HR integration I'm able to create employees from the transaction BP in SAP CRM; but I'm not able to create Organizations with BP Role BUP004 (Organizational Unit)...
What should I do?
Andrea
Edited by: Andrea Ricci on Apr 6, 2009 5:46 PM

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<b>Please Reward Points if it Helps </b>

Forwarding of service tickets in Interaction Center R E W A R D P O I N TS

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