When adapting the columns layout in the Routing Rules Decision Table, you notice that it is not possible to remove the fields Team, Role Code and Territory ID.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Administrator work center.
- Navigate to Service and Social work center view.
- Click Ticket Routing Rules by Organization or Territory.
- Click Adapt Columns.
- In the decision table, see the fields Team, Role Code and Territory ID have padlocks assigned to them.
The fields Team, Role Code and Territory ID represents the results to the ticket routing rule, therefore they have padlocks assigned to them and cannot be removed.
This is the system expected behavior.
Column; Fields; Team; Role Code; Territory ID; Remove; Routing Rules; Ticket Routing Rules; Table; Locked; Padlock; Service; C4C; , KBA , LOD-CRM-SRP , Service Request Processing , How To