SAP Knowledge Base Article - Public

3032486 - Exclude Realignment Option on Involved Parties

Symptom

You are working with Involved Parties Determination for Tickets and want to know what the Exclude option for Realignment does.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Business Configuration work center.
  2. On the Overview, search and open the Activity "Tickets for Customer Support".
  3. Open the Maintain Involved Parties option.
  4. On the right side, there is a Column called Realignment.

Cause

This option prevents manual redetermination from happening.

Resolution

Inside the Tickets, on the Involved Parties tab, you have the option to:

  • Redetermine Completely;
  • Redetermine Keeping Manual Changes.

If the Exclude option on the Realignment is set to Exclude for Processor, for example, the Ticket Agent will not be realigned when those actions are triggered.

This behavior is also valid for other objects in the system that have automatic party determination.

See Also

Keywords

Opportunities ; Agent ; Team ; Owner ; Party Determination ; Employee Support , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions