Agents assignment in a production environment

[Dart, Jocelyn]

Hi Nolin,
Would also very strongly recommend that if you have HR module implemented your HR staff be responsible for
maintaining your rules.  And yes all rules should resolve to a minimum of the position id (not user id) if you are using HR.   Most especially important if you intend to use the A210 infotype to do workflow substitution!
However it is ***ABSOLUTELY ESSENTIAL*** that your workflow administrator(s), whether technical or business oriented, have sufficient access to be able to check what has been assigned for troubleshooting/help desk calls.
 
How the rule is implemented still needs to be considered on a case by case basis.  Direct use of position numbers in
workflows is not generally recommended as new positions can be created and existing positions made obsolete as your organization goes through restructures - you don't want to then have to change your workflow at the same time.  Instead a rule ("standard role" is the old terminology Nat!) which makes the link between the workflow and the position is safer.  If all else fails you can use standard rule 70000172 to assign agents per task, but usually there is a better rule you can create / apply.
 
Another option is to use a security role (activity group) - this is especially useful for assigning possible agents, if agents need particular authorities to perfom a task, as it ties the authorizations and the task together.
Regards,
Jocelyn
 
 
-----Original Message-----
From: SAP Workflow [mailto:Owner-SAP-WUG at MITVMA.MIT.EDU]
Sent: Tuesday,2 November 2004 11:38 PM
To: SAP-WUG at MITVMA.MIT.EDU
Subject: Re: Agents assignment in a production environment
 
Hi Nolin,
 
 
Because we have also implemented the HR module our agents are always
assigned via position.  The reason for this is even if there are movements
it's less maintenance on the workflow side as a person will always be
assigned to a position.
 
Here each area responsible has a superuser who does the agent assignment in
the standard role, however we do oversee all of the standard role via
transaction like SWI2_ADM1.
 
 
Regards
Nat Govender
Toyota South Africa
SAP Support  - SAP Workflow
Ext.              : 32645
Direct Line : 031 - 910 2645
Fax              : 031 - 902 9633
E-Mail         : ngovender4 at toyota.co.za
 
 
 
 
 
 
             Patrice Nolin
 
             <Nolin.Patrice at hy
 
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                                       Agents assignment in a production
 
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             2004/11/02 02:31
 
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             Please respond to
 
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Hi,
 
Can you tell me how, in your company, you addressed the agent's assignment
with standard task (TS) and rules (AC) once the WF is in a production
environment? What will be the best practice ?
 
Who does it? IT? HR? Local clerk? Someone else?
 
How did you design the WF so it will have a reduce impact?
 
Thanks
 
Pat Nolin
 
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