SAP Knowledge Base Article - Public

2438900 - Ticket Routing Rule Does Not Work When The Team Or Processor Is Changed Manually

Symptom

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.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Create a new ticket ABC (ABC represents the ticket ID).
  4. Ticket Routing Rules work according to configuration.
  5. Make a manual change to a Team or Processor.

Ticket Routing Rule stops working after a manual change is done.

Cause

Ticket Routing Rule trigger on the first save of the ticket and when Team/Processor is blank in the ticket and conditions are fulfilled.

Resolution

Keep the Team/Processor field blank if you want to redeterminate the values based on the Routing Rule.

Keywords

ticket routing rule, team, processor, manual change, ticket , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions