2426258 - Service and Support Team not Determined in Tickets based on Ticket Routing Rule

SAP Knowledge Base Article - Public

2426258 - Service and Support Team not Determined in Tickets based on Ticket Routing Rule

Symptom

Service and Support Team not determined in Tickets based on Ticket Routing Rules.

Reproducing the Issue

Prerequisites:

You have already set up ticket routing rules.

  1. Go to the Service work centre.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the name of the ticket).
  4. You can see that the Service and Support Team was not determined as set up in the Ticket Routing Rules.

Cause

You have not maintained Use Rules for Service and Support Team determination in fine-tuning.

Resolution

You have to use the following steps:

  1. Go to the Business Configuration work centre.
  2. Select the Implementation Projects view.
  3. Select the relevant Implementation Project.
  4. Click the Open Activity List button.
  5. Select Fine tuning tab.
  6. Search and open the activity Tickets for Customer Support.
  7. Click the Involved Parties hyperlink.
  8. Select Service and Support Team.
  9. Click the Maintain Determination button.
  10. Flag the option Use Rules for Service and Support Team.

Keywords

KBA , LOD-CRM-WKF , Workflow , How To

Product

SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1611 ; SAP LE APPL.PLATFORM 1702 ; SAP LE APPL.PLATFORM 1708