Route WorkItem based on custom Attributes/ Metadata

On my current project we have a requirement where scanned whitemail will be stored in DMS (Documentum), along with meta data. Then the DMS will create a work item in CRM for futher porcessing.
1> where is this meta data stored in crm once the work item is created?
2> Is it possible to route the work item to specific teams interaction center (IC) Inbox based on the metadat using standard config?
I'm new to this WF area so a detailed step by step answer will be appreciated.
Regards,
Sam

Hi,
1) If you know the work item ID, you can get the "metadata" (=container) with function SAP_WAPI_READ_CONTAINER. Or you can see it in workflow log. The container data is stored as XML and you cannot read it with SE16 similarly to normal tables.
2) Yes. There are lot of different possibilitites for this. You can create a custom rule, for which you can give the "metadata" as a parameter, and inside the rule you can have your own custom logic to get the needed agents. You can either code or configure this depending on the requirement.
In overall these are really basic WF functionalities. You should just first get yourself familiar with WF basics (tutorials, courses, etc.) and then ask more specific questions. Nobody here will probably start teaching you the basics step by step.
Kind regards,
Karri

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Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make
sure that you completely understand the risk before retrieving any suggestions from the above link.
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Route WorkItem based on custom Attributes/ Metadata

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