SAP Knowledge Base Article - Public

2576108 - Party Determination in Tickets Does Not Work as Expected

Symptom

The Party Determination for a Ticket does not work for Tickets created via E-Mail or from an unassociated E-Mail, when only the Step Current User is selected in the Determination.

Environment

SAP Hybris Cloud For Customer

Reproducing the Issue

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the Open Activity List hyperlink.
  4. Switch to the Fine-Tune facet.
  5. Search for the Tickets for Customer Support activity and open it.
  6. Select the Maintain Involved Parties hyperlink.
  7. Select Party Role ABC (ABC represents the Party Role ID).
  8. Select the Maintain Determinations hyperlink.
  9. Only select the Step 40: Current User.
  10. Select the OK button.
  11. Select the Save and Close button.

The Party Role ABC is not determined automatically, when creating a Ticket from an unassoiciated E-Mail or when a Ticket is created through an incoming E-Mail.

The Determination only works, when a Ticket is created manually.

Cause

This is the expected system behaviour in SAP Hybris Cloud for Customer.

Resolution

When a Ticket is created via incoming E-Mail, there is no current User available at the moment of the creation.

An unassociated E-Mail is one that couldn't be converted to a direct ticket via integration due to certain business reasons.
When a user opens an unassociated email and converts it to a Ticket, the logic of the ticket is to respect the origin / source of the data and in this case, since it's an email scenario, the copy logic obtains the information it requires based on the data that is persisted in the E-Mail activity Business Object instance.

Keywords

E-Mail Ticket Party Determination Current User Unassociated Manual Incoming , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Hybris Cloud for Customer 1711