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2451759 - TMI task not pushed to agent when "item.responsible" has been defined


  • You are using RTI (cloud) or TMI interface
  • A TMI Action Item Task is created and a Responsible Agent is specified using <item.responsible>

    For example:
    Request message:
    <soap:Envelope xmlns:soap="" xmlns:urn="urn:TMI">
                <urn:subject>Test Subject</urn:subject>
                <urn:body>CF testing chat2</urn:body>
  • The expectation is that if the responsible agent is not available after a period of time, the task in question should be routed to the next available agent; however, what is observed is that the task is not allocated to the agent until the time period has been reached



  • SAP Contact Center 7.0
  • SAP Customer Relationship Management 7.0 or above
  • SAP CRM Web Client User Interface (Web UI)
  • SAP Graphical User Interface (SAP GUI)


SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0


Business Communication Management, CCtr, SCC, CCI, CRM-CCI, Support Pack 7.0, 7.0.1, 7.0.2, 7.0.3,, 7.0.4,, 7.0.5, 7.0.6,, System Configurator, Task Manager, item.responsible, pending,  task , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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