You created a ticket routing rule based on an extension field for a different business object.
SAP Cloud for Customer
Reproducing the Issue
Prerequisite: You created extension field XXX (XXX represents the extension field name) on the Customer business object.
- Go to the Administration work center.
- Go to the Service and Social view.
- Under Work Distribution click on Ticket Routing Rules by Organization or Territory.
- Click on Adapt Coloumns.
- Add the extension field XXX.
- Maintain conditions.
- Activate routing rules.
Extension fields from other business objects can be added to the ticket routing rules.
The ticket routing rules supports 4 business objects such as Service Request, Product, Customer and Employee.
The extension field needs to be added to the business object header for the ticket routing rules to be triggered.
Ticket Routing Rules, Tickets, Extension Fields, Business Object , KBA , tikcet routing rules , tickets , extension field , supported business object , LOD-CRM-SRP , Service Request Processing , How To