Scenario1:
Ticket Created by DT-2014249 But SR Got Assigned to DT-2014066 Based on Zip code mapping. Agent(DT-2014249) is available in Agent dropdown. DT-2014249 is not able to View the ticket.
Cause:
This happens when the SR is created for the correct address only, But Customer has done a Walk-in to any other nearby DT/SSS store. DT/SSS creates the SR, But the SR lands to the SSS who is assigned to customer Address. Non Zipcode DT/SSS who has full license in CRM will only have access to tickets which are assigned to them.
What to do to change the SR OWNER?
Action: ABE will have access to change SR Owner in Ticket Properties. ABE’s can check the Agent Dropdown & Re-assign the ticket, if the agent is available in dropdown as shown above.
If SWAP Required, ABE’s are requested to change DT-Code, DT name Dt email & DT mobile .Only after this updation, DT/SSS can tag his FSE. Or Else, DT-2014066’s FSE will only get displayed.
Scenario 2:
Ticket Created by DT-2014249 But SR Got Assigned to DT-2014066 Based on Zip code mapping. Agent (DT-2014249) is not available in Agent Dropdown,DT-2014249 is not able to View Ticket.
Cause:
This happens when the SR is created for the correct address only, But Customer has done a Walk-in to any other nearby DT/SSS store. DT/SSS creates the SR,But the SR lands to the SSS who is assigned to customer Address.
The Agent to ABE Group mapping would have been missed by backend CRM team, Or The SSS/Sales DT would have started reporting to new abe,But mapping would have still not received by CRM team.
What to do to change the SR OWNER?
In this scenario,please reach out to CRM team.ABE’s group will be mapped in the backend.Post confirmation Please check you fall under scenario 1 or Scenario 2 & take necessary action.
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