Organizational Work Distribuition setup for tickets

[Former Member]

hello there gurus!

I've strugling trying to setup a simple rule for organizational work distribuition rule:

"all tickets in brazil shoul go to a customer service org unit called OuVIDORIA"

I have

the following org structure

company

     board of directors (not relevant)

     strategic subject division (this is our service organization)

          OUVIDORIA (level 1 area)

          NAE 1 (level 2, but will be assigned manually)

          NAE 2 (level 2, but will be assigned manually)

          ....

     commissions areas (not relevant)

     sales org (mandatory, not relevant)

when I enter a new rule, my tennant just doesn't find any service organization

all units under my service organization have check customer service option

all units until the company are checked to obey reporting line option

does anyone know what should I check?

many thanks!!

Ricardo Mattiuzzo

[felipe_fraga · Accepted solution]

Hello Ricardo,

In order to make this scenario work, you need to set the Unit in question or one of its parents units as a Sales Organization.

More information about it can be found in the Knowledge Based Article:

Can't Create Organizational Work Distribution Rule For "Service and Support Team for Service Requests - Social Media" - https://Support.wdf.sap.corp/sap/support/notes/2176450

I've also answered the incident you created and attached the Article there.

Please let me know in case you need anything else.

Thanks and regards,

Felipe

[Former Member · Accepted solution]

Obrigado Felipe, funcionou perfeitamente, me desculpa a demora

muito obrigado

Ricardo

[Former Member]

Hi Pragya

I made just like you said:

removed all irrelevant nodes

sorry i had to hide the company name for compliance purposes

All NAEs and ouvidoria are marked as service units

but still getting the same issue

many thanks in advance

[Pragya_Pande]

Some basic questions -

is the org structure activated completely?

by any chance, are you using a user which does not have access to org woc or people woc?

[Former Member]

hi Pragya! thanks again!

all org structure are fully activated

and yes, i believe I had the access

do you thing it is worth opening an incident?

many thanks

Ricardo Mattiuzzo

[Pragya_Pande]

yup..i think so... please open an incident. I still think there could be a configuration issue but I am not sure where exactly..

Best Regards,

Pragya

[Former Member]

You are trying to maintain the org rules for Service and Support Team for Ticket. So in the value help it shows only the org Unit which has the function of Customer Service.

So in your org model, select an Org, go to Functions tab and maintain the check mark the Customer Service function. Make sure you activate the org model after this..

[Pragya_Pande]

Hello Ricardo,

Does board of directors have any function associated?

If not, can you put the structure like

company - service org - service unit

               -sales org      - sales unit

Try this way and check once.

Best Regards,

Pragya