Ticket Routing Rules are working when creating a ticket, but if a manual changes are done to a Team or Processor, then Ticket Routing Rules stop working.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Create a new ticket ABC (ABC represents the ticket ID).
- Ticket Routing Rules work according to configuration.
- Make a manual change to a Team or Processor.
Ticket Routing Rule stops working after a manual change is done.
Ticket Routing Rule trigger on the first save of the ticket and when Team/Processor is blank in the ticket and conditions are fulfilled.
Keep the Team/Processor field blank if you want to redeterminate the values based on the Routing Rule.
ticket routing rule, team, processor, manual change, ticket , KBA , LOD-CRM-SRP , Service Request Processing , Problem