Re: Determine the employee responsible

Hi Montezuma,

Here's a video that covers the basic concepts involving in routing tickets:

Defining Routing Rules for Tickets - YouTube

In the Admin Guide, check out chapter 4.5.8.2

http://help.sap.com/saphelp_sapcloudforcustomer/en/PDF/EN-2.pdf

Or in the solution's Help Center, search for "ticket routing":

Regards,

Angela