SAP Knowledge Base Article - Public

3099313 - Workflow is Not Updating the Processor of the Tickets as Expected

Symptom

You have created a Workflow to update the Processor of the Ticket if the defined conditions are met. After the successful execution of the workflow for the given ticket you find that the Processor is not updated.

Environment

SAP Cloud for Customer

Reproducing the Issue

Step1:

You have created a Workflow Type, On every save which executes when the conditions are met and updates the Processer of the Ticket

Step2:

Open the Ticket which meets the conditions defined in the Workflow.

The Workflow executes successfully, However the Processor has not updated.

Cause

There can be different scenarios causing this. One of the scenarios can be as described below:

Determination of Involved Party configuration for Processor is set to Current User.

  • Business Configuration
  • Open Activity List
  • Select and open the activity Tickets for Customer Support
  • Select Maintain Involved Parties
  • Select Processor
  • Select Maintain Determination

Here the determination Involved Party configuration is set to Current User.

In this case, the Involved Party Configuration, will have the preference against the Workflow Rule and the system consistency check, leading the user to be saved as Processor of the Ticket.

 

Resolution

By removing the Current User Involved Party configuration in Maintain Party Determination for Processor, The Processor will be assigned as defined in the Workflow upon execution.

Keywords

Processor , Tickets , Assigned To, Maintain  determination , Workflow update not working, Workflow , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions