You have created Territories, assigned them to Accounts using Realignment Rules. But when you create a ticket for that Account, the Territories are not assigned to the ticket.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Click New button and select an Account from the value help.
The Territory field is not auto populated as per the rules defined in Realignment Run for that Account.
Ticket Routing Rules are not maintained in the system to automatically derive Territory. If there are no Rules configured, Territory remains blank as there is no logic to default the ticket Territory to the Account (Sales) Territory.
Territory is determined based on the Ticket Routing Rules set under:
- Go to the Administrator work centre.
- Go to the Service and Social view.
- Select hyperlink for Ticket Routing Rules.
SAP Help Portal document: Solution Guide for SAP Service Cloud - Route Tickets
2541699 - Territory Not Determined For Tickets Based on Employee/Owner
Ticket, Account, Territory, Determination, Inheritance, Routing, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-ACC , Account , How To