Default request assignment
This parameter is used to assign a service request. A service request is assigned by default based on the assignment algorithms associated with skill groups.
This parameter allows you to change this default assignment and determine another assignment which will be take priority.
- Dispatching
- Employee
- Queue
Level of localization/Global variable
This parameter is defined at the level User. It belongs to Chapter HDK (Customer Support) and the Group SRE (Service request rules), The following parameters are also associated with this chapter and group :
- DEFHDTTYP (Type of consumption / default)
- PITCOVFLG (Priority points/partial cover)
- QREAC (CS reactivity level (days))
- SREASSDET (Default request assignment)
- SREDEFCOV (Automatic cover)
- SRENUMAUT (Automatic customer chrono)
- SRETSIOBY (Request stat grp mandatory)
The global variable GSREASSDEF is associated with it.
Functions impacted
The following functions are associated with this parameter :
Customer relation > Customer support > Service requests