SAP Knowledge Base Article - Public

2565232 - Automatic Processor Reassignment To The Logged In User Does Not Work

Symptom

You have checked the question Enable automatic processor reassignment to the logged in user when the logged in user responds to the ticket in Business Configuration.

However, the ticket is not getting reassigned to the current user when the user responds to it.

Reproducing the Issue

  1. Go to the Service work center.
  2. Open a Ticket.
  3. Reply to a customer's interaction.

Processor is not reassigned.

Cause

The ticket already has an agent assigned. So, the system will not reassign it to the current user.

Resolution

The current user will be assigned if the ticket has no processor. This is the expected system behavior.

The functionality of reassigning a processor when the ticket already has one is planned to be made available in a higher release. At this point in time, we are not in a position to provide more accurate information on date and/or timelines for this future release.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1802 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711