How to create new rules for agent assignment
Hi all,
I have a situation in which the esclation has to occur to the second line manager . is there any rule avail. for agent assignemnt and if not how I can creaet a new rule
Thanks in advance..
Hi,
One way is you can call SWX_GET_MANAGER function module twice for getting your manager's manger.
For creating new rule, you can copy any std rule and themn modify the copied rule using txn PFAC. e.g check out rule - 00000168, which uses above mentioned FM - SWX_GET_MANAGER .
Hope this helps.
Regds,
Akshay
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