You wish to determine territories in a Service Ticket based on Employee Responsible/Owner.
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.
- Go to the Service work center.
- Go to the Tickets view.
- Click the New button to create a Ticket.
- Result: against your expectations, the Territory was not automatically determined for the created Ticket.
This is the expected System behaviour and it is also valid for workflow rules that use the Action Determine Territory.
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
Territory, Account, Ticket, Service , KBA , SRD-CC , Cross Components , How To