SAP Knowledge Base Article - Public

2651105 - Ticket is Assigned to Logon User after You Edit the Ticket which is Not Assigned yet

Symptom

You have a ticket which is not assigned to a processor for now, which means the "Assign To" field is blank.

Now if logon user edit the Ticket and change some particular fields, such as 'Incidnet Category' or 'Customer' or add notes, the incident will be assigned to the logon user automatically.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets work center view.
  3. Pick one ticket which is not assigned yet.
  4. Edit the ticket, change the 'Incident Category' or change the Customer, or add a note, etc.
  5. You find the ticket is assigned to you automatically. (The 'Assign To' field is flagged with your name)

Cause

In Business Configuration, for the activity "Tickets for Customer Support" or "Tickets for Employee Support", you have maintained the party determination for the Processor as "Current User".

Resolution

  1. Go to Business Configuration work center.
  2. Find the Activity : Tickets for Customer Support or Tickets for Employee Support.
  3. Open the activity and click "Maintain Involved Parties".
  4. Select Processor and click "Maintain Determination".
  5. Here, you can see you only checked the one "Current User".

So this is the standard behavior when you configured the party determination for processor as above.

The "Current User" determination will not only be triggerred for the initial ticket createion, but will also be triggerred when someone edit the particular fields if the ticket is not assigned for now.

Keywords

Ticket, Logon User, Current User, Assign to, Processor , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-PM-SRV , C4C Product Management - Service , How To

Product

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