How is an Order Routing rule connected to the IC Webclient Profile

Question

I created a simple ERMS order routing rule that If priority equals very high then route to John Smith whom is assigned to the IC Web position in PPOMW.
When I create a service ticket and mark it very high and choose the ESCALATE button the message no rule for routing was found. 
I don't see anyway to connect this rule to our IC Webclient profile, or why the rule wasn't envoked. Will give points.
Edited by: John Burton on Apr 21, 2008 2:54 PM

Answer 1

Hello Glenn,
Yes, you are correct. In addition to creating a Rule Modeler policy via the IC Manager role (accessible from the BSP view or Enterprise Portal), the business user also needs to request that IT (or someone) add the name of the Rule Modeler policy as an attribute of the RE_RULE_EXEC service for the applicable Service Manager profile in the IMG configuration for the relevant Rule Modeler context (Order Routing, ERMS, etc.). I certainly agree with you that the business user and the IT user as generally two different people. And if they are the same person, Sarbanes Oxley probably has something to say about that Your point is definitely valid. Perhaps in the future we need to be more considerate of the distinction of job responsibilities of business user versus IT user when designing products and solutions.
By the way, just as an aside... some Rule Modeler contexts can only use one Service Manager profile (for example Order Routing must always use a Service Manager profile called "SAP_ORDERROUTING") while other contexts can use multiple Service Manager profiles. For example, as of CRM 2005 (CRM 5.0) it is possible in transaction CRMC_ERMS_SM_PDET to assign different Service Manager profiles directly to different inbound email addresses for ERMS. And by assigning a different Rule Modeler policy to each Service Manager profile, you can use different root/default Rule Modeler policies for each incoming email address.
Warm regards,
John
Edited by: John Burton on May 1, 2008 10:01 PM