SAP Knowledge Base Article - Public

2967507 - Business rule condition is not triggered for certain values after you have uploaded via excel.

Symptom

Business rule condition is not triggered for certain values after you have uploaded via excel.

Environment

  • SAP Cloud for Customer

Reproducing the Issue

Pre-requisite: You have configured a Ticket Routing Rule condition (or similar) based on the value of a certain field (pin code).

This was uploaded via excel file: Administrator Workcenter > Service and Social > Ticket Routing Rule by Employee

Perform the steps in the UI to trigger the rule as per the conditions that are set. You notice that the rule conditions work for most of the values but on some occasions the rule is not triggered and the subsequent field is not updated.

Cause

This is a limitation of the BRF Framework. The decision table (in the back-end) only allows for a maximum of 99 results per cell.

For example, if you upload an excel file with >99 pin codes in a single cell, the BRF Framework will only store for the first 99 values.

Resolution

You would need to limit the size to < 99 pin codes. Instead of maintaining >99 pin codes in a single cell, you can split it into more rows – each containing 99 or lesser pin codes.

In this way the rule will work as expected in each scenario.

Keywords

BRF, PDI, rule, decision table, maximum values, excel upload , KBA , LOD-CRM-BRF , C4C BRF Configuration , Known Error

Product

SAP Cloud for Customer add-ins all versions