The team field is not updated manually when a ticket is created in the system manually.
Reproducing the Issue
- Go to Service work center.
- Go to the Tickets view.
- Click on New.
- Create a New ticket.
- Choose the Source as Manual.
The Team field is not populated automatically.
The Team field in Tickets are determined via the Work Distribution Rule mainatined in the Administrator work center.
Now since this Team was found through the Work Distribution Rule , it is treated as a manual entry & hence later on , even if the Assign to me/Agent action is used which changes the Agent , team re-determination will not happen.
It would have happened if the Team was initially empty .
This is currently a standard system behavior.
KBA , SRD-CC-FED , Feeds , How To