2438900 - Ticket Routing Rule does not Work when the Ticket is Changed Manually

SAP Knowledge Base Article - Public

2438900 - Ticket Routing Rule does not Work when the Ticket is Changed Manually

Symptom

Ticket Routing Rule works fine when creating a Ticket, but if a manual change is done, Routing Rule stops working.

Reproducing the Issue

Suppose you have configured Tickets Routing Rule for Tickets, you are expecting the same to be working after a manual change is done.

  1. Go to Service work center;
  2. Go to Tickets view;
  3. Create a new Ticket;
  4. Ticket Routing Rule should work according to your configuration;
  5. Make a manual change in the Ticket.

Ticket Routing Rule will stop working after a manual change.

Cause

This is the current system behavior; in case any manual change is done Routing Rule will no longer work.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP HYBRIS C4C 1705 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1702 ; SAP LE APPL.PLATFORM 1705 ; SAP LE APPL.PLATFORM 1708