Use of substitution to classify tasks

[Edward Diehl]

Ginger,
I don't like substitution as it is implemented in R/3 - I understand the UWL may provide a better way to specify which work item should be sent to a substitute, and therein lies the problem;  the substitute gets it all.  I have usually tried to assign the work item to multiple agents.  If one knows who they would choose as a substitute, then let's make them an agent also.

I have not looked into classifying tasks and will now check that out, thanks to you.

BTW, the best use of substitution I have seen is to send the work item to a proxy userid, sort of like a queue, and then let the manager of the queue assign anyone who should get a copy of the work item as a substitute for that proxy user.  Only tasks of certain functionality get assigned to the proxy agent and hence to the substitute(s).

Ed

Subject: Use of substitution to classify tasks
Date: Tue, 14 Jul 2009 09:37:38 -0400
From: ginger.gatling at sap.com
To: sap-wug at mit.edu








Use of substitution to classify tasks




Hello  Everyone,


I have a colleague looking a future Duet functionality, and they are wondering how much customers use substitution in general, and which ones use classification of tasks.   With tasks classification you can classify your tasks, and then include them in a subsitution profile.  This way substitutes only get certain tasks.


I've told them that substitution is heavily used -but I'm not sure about task classification.  Would you mind letting me know how much you use task classification?   And, if you don't use the substitution provided by workflow - do you use something else?


Thanks so much for your help!


Best


Ginger


(ginger.gatling at sap.com)


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