SAP Knowledge Base Article - Public

2659093 - Ticket Routing Rules With Conditions For Srv Location ZIP Field Not Working

Symptom

Service Technician Team Determination using Ticket Routing Rules with conditions set for Srv Location ZIP field is not working correctly.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Click the Ticket Routing Rules hyperlink.
  4. Create new rule with condition for Srv Location ZIP field and value for Service Technician Team.
  5. Activate the rules.

  6. Go to the Service work centre.
  7. Go to the Tickets view.
  8. Click New.
  9. Add value for alpha-numeric postal code, like [X1...Xn] where X is any alphabet letter and n is any numerical value.

Result: for alpha-numeric postal codes, the Ticket Routing Rules do not work.

Cause

The Postal Code is based on alpha-numeric comparison, so you need to define the range based on alpha-numeric comparison rule.

Resolution

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Click the Ticket Routing Rules hyperlink.
  4. Create new rule with condition for Srv Location ZIP field and value for Service Technician Team.
  5. Maintain Srv Location ZIP field with the same length, for example [X001...X020]. Then X5 is X005 and it is in range. Else, you have to split and maintain conditions into many groups.

Keywords

Srv Location ZIP, alpha-numeric, Postal Code, Service Technician Team, Ticket Routing Rules, Post Code , KBA , ticket routing rules , postal code , alpha-numeric , srv location zip , LOD-CRM-SRP , Service Request Processing , Problem

Product

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