SAP Knowledge Base Article - Public

2575870 - Team Is Not Determined Automatically on Ticket Creation

Symptom

The Team is not being determined automatically. This is happening when you are trying to create new Tickets in the system.

Environment

SAP CLOUD FOR CUSTOMER 1711 / 03

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Click on New, the Agent field will be automatic filed, however, the Team will not be filled. You expect that the team becomes filled as well.
  4. Change the Agent to any other value, the Team will be auto filled.

Resolution

This is the system standard behavior.

Agent and Team would be determined only based on input and system interactions, hence when you click on the new button the system will not consider this as any changes to Ticket. In this case the system will not trigger the auto determination.

When you are changing the Agent manually, the system considers this as a user input and then triggers the pre configured auto determination rule configured in Business Configuration.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

Tickets; Agent; C4C; Team , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP HYBRIS C4C CORE all versions