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Rule resolution determines who should get work items, acting like a fully automated postman. 

  • Measurements: Check whether the right users receive their work items. Agents that should not handle certain work items, should not become agent of them (negative test).
  • Tools: Workflow log - list agents; ZU21 Maintain rule resolution settings; SWI2_ADM1 Work items without agents 
  • Impact: Work items are not delivered to the right agents, work items error because no agents could be determined or work items are addressed to all users on the system.