2645262 - A De-Escalated Ticket is Not Automatically Routed Back to The Agent Who Escalated The Ticket

SAP Knowledge Base Article - Public

2645262 - A De-Escalated Ticket is Not Automatically Routed Back to The Agent Who Escalated The Ticket

Symptom

When a Ticket is De-Escalated it is not automatically reassigned to the Agent who escalated the Ticket initially.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Incoming Ticket ABC (ABC represents the Ticket ID) is routed to Agent A (A represents the Agent ID) according to the Employee Work Distrubution Rules maintained in the system.
  2. Agent A assigns Ticket ABC to Agent B (B represents the Agent ID).
  3. Agent B escalated Ticket ABC.
  4. Agent C (C represents the Agent ID) de-escalates Ticket ABC.

Ticket ABC is automatically routed to Agent A again instead of Agent B, who escalated the Ticket.

Cause

An Escalation / De-Escalation re-triggers the Employee Work Distrubution Rules maintained in the system.

Resolution

This is the expected system behaviour in SAP Hybris Cloud for Customer.

Keywords

Escalate De-escalate escalation de-escalation routing routed automatical Employee Work Distrubution Rule , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP HYBRIS C4C 1805