SAP Knowledge Base Article - Public

2622970 - The Service Technician is Not Removed From a Ticket After Removing The Demand Assignment Via Resource Scheduler

Symptom

After removing a Demand Assignment via Resource Scheduler, the Service Technician is not removed from the Ticket automatically.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Pre-Requisite:

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.

  1. Go to the Resource Scheduler work center.
  2. Select the Resource Scheduler view.
  3. Find the Demand from Ticket ABC that was assigned to Service Technician XYZ.
  4. Select the button to remove the Assignment.
  5. Select the Save button.
  6. Go to the Service work center.
  7. Select the Tickets view.
  8. Open Ticket ABC.

The Service Technician is still maintained in the Ticket on Item and on Header Level

Cause

Removing the previously assigned technician from the Ticket via Assignment Deletion is currently not supported.

Resolution

The previously assigned Service Technician has to be removed from the Involved Parties facet of the Ticket manually.

Keywords

Resource Scheduler Service Technician Remove Delete Assignment Automatically Automatical , KBA , LOD-CRM-RES , Resource Scheduling , Problem

Product

SAP Cloud for Customer 1802