Agent determination - best practice

[Mike Pokraka]

Hi Andy,
Good question, and I don't think there's a clear answer. It depends on
your business, your org chart and various other factors. Position-based
substitution as you describe it will only work if your user exists in two
positions (one for HR one for FI). Most companies don't work that way - a
user only holds one position. Positions are great because they are
user-independent. But they only work if our WF routes to positions.

Sometimes it HAS to be a user. e.g. Document creator, regardless of where
they've moved in the company. This becomes more relevant if you're talking
year-long contracts. You might need to resolve positions to users to
ensure limits are applied *per individual* to counter cases where someone
is (temporarily) assigned to multiple positions. So values of 100 for
position 1 and 200 for position 2 still makes a total of 300 if it's the
same user.

As you can see there are business cases for both, so I think it's a
rule-by-rule basis. The way I see it you will never get completely away
from US agents, so personal subs should always be maintained regardless of
whether you use position subs for some flows.

Cheers
Mike

Andy Curtis wrote:
> 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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