SLA determination in Ticket based on country

[richa_diwan]

Hi,

We are implementing ECSC (Employee support ticketing solution - cloud for service) scenario for a customer.

The customer has employees spread out all over the world that are serviced by agents sitting in teams in 5 service centres. Each service centre serves employees of a particular region and country.

Requirement is that - an employee in Spain can create a ticket and it would be routed to the European Service centre to service. Similarly an employee in India can create a ticket that will be routed to the Asian Service Centre.

Now, each service centre have their own operating hours and holiday calendar i.e. there are 5 service levels to be set up - one for each service centre to cater to different operating hours and calendar.

It is required that the correct service level (based on employee's country) and correspondingly SLA dates gets determined, when the ticket gets created or saved for the first time.

Background - The ticket management and handling is done by setting up service centre teams as territories e.g. Payroll Europe, Payroll Asia etc. And there are around 70 queues or territories set up. Ticket routing rules would assign the relevant territory to an incoming ticket based one employee's country and service category. This is as per standard option available.

Issue - For determining service level for a ticket, the possible fields from the ticket that are available are - service category levels, priority, ticket type, source, service organisation. There is no option to determine a service level based on employee's country or to determine service level based on the territory resaponsible for the ticket.

How can correct SLA and service level be determined for different employees based on their location?

Regards

Richa

[natalia_goyenechea · Accepted solution]

Hi Richa,

My understanding is that the Employee Country field in the SLA determination rules, and other system rules,  is being planned for a future release.

In the mean time, you could create an Extension field in the Employee general section, and name it "Country".This new field will be available in the SLA determination rules, as all Employee or Ticket extension fields.

If you still need this EF to be shown in the Ticket UI you need to extend its usage:

To extend the usage of this Extension field proceed like this:

Log in in the HTML 5 client, go to Adaptation mode, click on the EF "Field definition" option.

In this new window, go to the tab "Extension Scenarios" and selct the option "Account - General Information to Ticket", and save.

you may want to log out and in again, just in case the change is not deployed,,,

Now again in HTML 5 open a Ticket, go to Adaptation and n the header section add a new field extension, and look for the "Country" field you just extended.

Now you will have to drag and drop this field to the Employee Area and save.

If the value in this extension field changes, in example Country was France, but the employee was relocated to Ireland and the change is made in Employee Central, this change will be reflected in C4C thanks to the ongoing integration and this change should re determine the SLA determination in a ticket, the next time you make any change and save the ticket.

About this integration... as i said, the value of this field will be populated from Employee Central, since EC is your system of record for employee data.

In order to map this extension field to the Country field (that could be the standard one or also an extension field) of EC you would have to request SAP Service Center to do this from the backend.

This process is explained step by step in the C4S_SFSF_EC integration guide published in the SAP Marketplace.

Now that you have the "correct" country field in the SLA determination matrix, you can create rules to determine the team and the SLA like:

If Employee is from country India and Ticket Service Category is Payroll, ---> route the ticket to Team (territory) "Payroll" Asia.

in paralel configure the rules to determine the SLA :

if Employee is from Country India (regardless of the service category, since all tickets from Idian employees will be taken care from the different  service teams in Asia who share the same SLA) ----> determine the SLA that corresponds to team Asia, which is set up with the corresponding working days and holidays.

If you try this, please let us know how it goes!

Thanks,

Nati

[OlivierDewit · Accepted solution]

Hello Natalia,

Has this feature been implemented?

My understanding is that the Employee Country field in the SLA determination rules, and other system rules, is being planned for a future release.

Best regards,

Olivier