SAP Knowledge Base Article - Public

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

Reproducing the Issue

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.


Ticket Routing Rules, Employee Support, Team, Tickets , KBA , tickets , employee support , ticket routing rules , team , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer 1802 ; SAP LE APPL.PLATFORM 1802