SAP Knowledge Base Article - Public

2642452 - Ticket Routing Rules Not Working

Symptom

You have made the setup for the Ticket Routing Rules for Customer Support or Employee Support scenarios. However, even when all the criteria were met, the system does not assign the Team.

Environment

SAP Cloud for Customer

Reproducing the Issue

For demonstration purposes, let's suppose that you have Ticket Routing Rules set to route Tickets with Service Category equal to ABC (ABC represents the Service Category ID) to Team 123 (123 represents the Team/ Org Unit ID).

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click New.
  4. Fill in the mandatory data.
  5. Set the Service Category to ABC.
  6. Click Save and Open.

Result: the Team 123 has not been assigned even though conditions of the rules are met.

Cause

One possible cause is that the conditions for Routing Rules contain an asterisk (*). This explicitly evaluates the condition fields for value *. The asterisk is shown on the rules table to show that no specific value has been selected for that specific column, however, you should not add it to the column.

Resolution

The incorrect values in the rules can be seen when downloading the list of rules in .xlsx file. In the file, the values are shown as *.

To correct the values:

  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Open the Ticket Routing Rules under the Work Distribution section.
  4. Make sure that all columns with asterisk are actually clear.
  5. To do so, you click the asterisk to open the input popup and click Clear.
  6. Save and activate the rules.

It is important to make sure that the fields are cleared, as the system understands the asterisk as an actual value and searches for it. By default if no values are given, all values are considered for a condition field, but if we explicitly specify the value as *, it would literally evaluate only for value *.

See Also

The same behavior is also noticed on other rules of the same type, including Determine Service Levels.

Keywords

Ticket Routing Rules ; Employee Support ; Customer Support ; Ticket ; C4C ; BRF+ ; , KBA , ticket routing rules , employee support , ticket , c4c , customer support , brf+ , LOD-CRM-SRP , Service Request Processing , How To

Product

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