Agent determination - best practice

[Jeffrey Rappaport]

Andy,

   I think in your 1st paragraph you pretty much answered your own question. As for the 2nd, if you still use the Positions & the WI is routed to a Position that isn't currently occupied, the SWI2_ADM1 report should pick it up, of which the Admin should be checking regularly, to forward the items.

Jeffrey A. Rappaport
Business Workflow, LLC
Voice: (732) 355-0123
Fax:    (509) 757-4144
Email: Jeff at Business-Workflow.com
Web:  www.Business-Workflow.com
  ----- Original Message ----- 
  From: Andy Curtis 
  To: sap-wug at mit.edu 
  Sent: Wednesday, February 15, 2006 3:40 PM
  Subject: Agent determination - best practice


  Whats the best practice when creating a rule to determine agents?  I have seen many times a FM that will not stop until it determines a US agent.  But I think this is not so good.  I think it better to deliver the Work Item to the Position (S) and allow SAP to determine the US agent.  The benefit I believe is that substitutions can then be made based on Position, so HR workflows can be substituted to one person and Financial WI's to another.  (I know this could be done with classifications on the tasks as well).  Also if the Org structure is amended, the WI delivered to a position (S) then gets a US agent and the WI is delivered.  

  The case for delivering to a US agent appears to be that if the US agent cannot be determined, the Wf goes into Error status and can be dealt with by Wf Admin.  But I think using SWI5 the Wf admin can pick up these WI's as well. 

  Anyone got a view?

  Andy


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