When you reassign a previously assigned Demand from a Ticket to a different Service Technician, the Service Technician in the Ticket on Header Level is not updated automatically.
SAP Hybris Cloud for Customer
Reproducing the Issue
A Demand from Ticket ABC (ABC represents the Ticket ID) was assigned to Service Technician XYZ (XYZ represents the Service Technician Name) vie Resource Scheduler.
- Go to the Resource Scheduler work center.
- Select the Resource Scheduler view.
- Find the Demand from Ticket ABC that was assigned to Service Technician XYZ.
- Assign the Demand to Service Technician DEF (DEF represents the Service Technician Name).
- Select the Save button.
- Go to the Service work center.
- Select the Tickets view.
- Open Ticket ABC.
The Service Technician is not updated to Service Technician DEF.
An Assignment created via Resource Scheduler does not overwrite the default service technician in the Ticket Header.
It can add an additional service technician in the Involved Parties, if this allowed in the Ticket Configuration. This will allow the new technician to see the ticket using the My Work Tickets query.
A changed assignment via Resource Scheduler also changes the service technician that was assigned on Ticket Item Level.
In order to update the Service Technician on Header Level via Resource Scheduler, the Assignment needs to be removed and the Service Technician has to be removed manually from the Involved Parties facet in the Ticket.
Assigning the Demand to a new Service Technician will then update the Service Technician maintained on Header Level.
Resource Scheduler Service Technician Reassign Assignment Automatically Automatical Header Level Update Overwrite , KBA , LOD-CRM-RES , Resource Scheduling , Problem