Hi Experts,
I am trying to route tickets based on territories and doing multilevel escalation as well so that after a certain time frame ticket is assigned to another territory which is a group of high level agents. Also I have read in previous posts that territory routing can’t provide access restrictions as work distribution provides. So I have defined teams( exactly same as territory , no difference) as well and work distribution rules for them. But unfortunately work distribution rules are not working with routing rules. Plz. help. Below is the description of what I did:-
1) Defined organizational distribution rule
2) Defined routing rules to route ticket to a territory(which is also a team of agents)
Workflow Rule working fine
3) Defined workflow to escalate /assign ticket to another senior level territory after a certain time frame, it is working fine. Next Territory is getting assigned after a time frame.
4) Work distribution not working as no team is getting assigned.
So my concern is how can we put restriction to each team (territory) so that in "All tickets" service agent of each team can see only their tickets as done by organizational work distribution based access restriction.? or any other way to achieve this? Plz, help
Regards,
Pragati