2623040 - Ticket Routing Rules for Employee Support Does Not Assign Team

You created a ticket routing rule for Employee Support tickets to assign a specific team.

SAP Hybris Cloud for Customer

Prerequisite: You maintained the conditions to assign a team for Employee Support tickets via ticket routing rules.

1. Go to the Service work center.
2. Go to the Employee Support view.
3. Select New.
4. Maintain the conditions to trigger the ticket routing rules.
5. Click on Save.
6. The team is not being assigned to the ticket.

The role code for Service and Support team has not been assigned in the Ticket Routing Rules.

1. Go to the Administrator work center.
2. Go to the Service and Social view.
3. Under Work Distribution, select Ticket Routing Rules.
4. Select for Role Code 28 – Service and Support Team.
5. Click OK.
6. Click Save.
7. Select Active Rules under Actions.

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