SAP Knowledge Base Article - Public

2620580 - Automatic Assignment of Tasks and/or Surveys for Opportunities and/or Leads Using Routing Rules Not Working

Symptom

Automatic assignment of tasks and/or surveys for opportunities and/or leads using routing rules not working.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisites:

You have already created an Activity Plan and added tasks to it.

Phase I:

  1. Go to the Activity Planner work center.
  2. Select the Routing Rules view.
  3. Click the New button in order to create a new routing rule.
  4. Fill in the required fields.
  5. Choose the Opportunity value for the Business Application field.
  6. Click the Save and Open button.
  7. Define the conditions, under the Conditions facet.
  8. Assign the previously created plan, under the Activity Plans facet.
  9. Save the changes and activate the rule.

Phase II:

  1. Go to the Sales work center.
  2. Select the Opportunities view.
  3. Create a new opportunity, which meets the conditions set up in the routing rule.
  4. Select the Sales Activities facet.
  5. You can see that no task was automatically assigned to the opportunity.

Cause

The tasks and/or surveys maintained in the activity plan will only be assigned after a change is saved in the opportunity/lead or if you press the button "Actions -> Refresh Activity Plan".

Resolution

This is the system expected behavior.

If you need to have automatic assignment of tasks/surveys from the activity plan as soon as the conditions are met, you need to create a workflow rule, following the steps below:

  1. Go to the Administrator work center.
  2. Go to the Workflow Rules view.
  3. Press New to created a new workflow rule.
  4. Select the business object (Opportunity/Lead) and define timing.
  5. Press Next.
  6. Maintain the relevant conditions.
  7. Press Next.
  8. Maintain as below:
    Rule Type: Action
    Select Action: Refresh from Activity Plan
  9. Press Next.
  10. Finish the workflow rule and save it.

Keywords

Activity Routing Rule, Activity Plan, Opportunity, Lead, Conditions, Tasks, Survey, assign automatically , KBA , LOD-CRM-OPP , Opportunity Management , LOD-CRM-ACT-ROT , Activity Routing , How To

Product

SAP Cloud for Customer all versions