As you have noticed, you may redirect an item to a person or an organization.
Therefore, you have to make sure that, on the one order you are managing, you have following partner functions defined if you want to use both redirection :
- Person responsible
- Group responsible
You also need to maintain following customizing :
Interaction Center WebClient->Agent Inbox->Map Item Attributes to Inbox Attributes>-Map Business Transactions to Responsible Employees and Groups
Best regards,
Sylvain AGUETTAZ