SAP Knowledge Base Article - Public

2541699 - Territory Determination for Tickets.

Symptom

You wish to determine territories in a Service Ticket based on Employee Responsible/Owner.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Prerequisite: The standard determination option Do you want to determine the transaction’s territory based on the document owner as well as the account? is in scope in the Business Configuration of Territory Management. You have also set the Territory Management rules for Account.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click the New button to create a Ticket.
  4. Result: against your expectations, the Territory was not automatically determined for the created Ticket.

Cause

This is the expected System behaviour and it is also valid for workflow rules that use the Action Determine Territory.

Resolution

To achieve the desired results you must configure a ticketing routing rule.

Please follow the steps outlined in the following link https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1708/en-US/d522fe572b5c406d9015ebbb4dc9a1d2.html

Keywords

Territory, Account, Ticket, Service , KBA , SRD-CC , Cross Components , How To

Product

SAP Cloud for Customer add-ins all versions