Agent determination - best practice

[Nat 4 Govender]

Hi Andy,

We also send workflows to position, however we make sure that the position
has a holder and the holder has a valid SAP login, if not we generally send
to superior but the superior also has to meet the criteria above.

Regards

Nat Govender
Toyota South Africa
IT - SAP Workflow Specialist
Internal Ext.  : 32645
Direct Line    : +27 031 910 2645
Fax                 : +27 031 902 9633
E-mail            : ngovender4 at toyota.co.za
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                                       Re: Agent determination - best     
             2006/02/16 12:24          practice                           
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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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