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2451759 - TMI task not pushed to agent when "item.responsible" has been defined

Symptom

  • You are using RTI (cloud) or TMI interface
  • A TMI Action Item Task is created and a Responsible Agent is specified using <item.responsible>

    For example:
    Request message:
    <soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:urn="urn:TMI">
       <soap:Header/>
       <soap:Body>
          <urn:CreateTask>
             <urn:data>
                <urn:item>
                   <urn:type>ACTION</urn:type>           
                   <urn:queue>My_Action_Queue</urn:queue>
                   <urn:responsible>CDE8EFF1E3EE4005BADC690C6E8A36E4</urn:responsible>
                </urn:item>
                <urn:subject>Test Subject</urn:subject>
                <urn:priority>1</urn:priority>
                <urn:fromAddress>dkchfrja@sap.com</urn:fromAddress>
                <urn:index>1</urn:index>
                <urn:values>
                <urn:KV/>
                </urn:values>
                <urn:body>CF testing chat2</urn:body>
             </urn:data>
          </urn:CreateTask>
       </soap:Body>
    </soap:Envelope>
    
  • The expectation is that if the responsible agent is not available after a period of time, the task in question should be routed to the next available agent; however, what is observed is that the task is not allocated to the agent until the time period has been reached

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Environment

  • SAP Contact Center 7.0
  • SAP Customer Relationship Management 7.0 or above
  • SAP CRM Web Client User Interface (Web UI)
  • SAP Graphical User Interface (SAP GUI)

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0

Keywords

Business Communication Management, CCtr, SCC, CCI, CRM-CCI, Support Pack 7.0, 7.0.1, 7.0.2, 7.0.3, 7.0.3.100, 7.0.4, 7.0.4.100, 7.0.5, 7.0.6, 7.0.6.100, System Configurator, Task Manager, item.responsible, pending,  task , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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