2649356 - Ticket Routing Rules Do Not Stop to Assign Tickets to the Deleted Territory

SAP Knowledge Base Article - Public

2649356 - Ticket Routing Rules Do Not Stop to Assign Tickets to the Deleted Territory

Symptom

Ticket Routing Rules do not automatically stop to assign tickets to the deleted territory.

Environment

SAP Hybris Cloud for Cusotmer.

Reproducing the Issue

  1. You have one Territory XYZ which has been deleted now. (XYZ represents the name of the territory)
  2. You create a Ticket Routing Rule, in which tickets will be assign to XYZ according to the conditions.
  3. You find that for new tickets, the ticket routing rule is still working, to assign new tickets to the deleted territory XYZ.

Cause

The ticket routing rules don't do validation of the final output of the rule engine to check if the output territory is valid or not. Business rule framework can only provide the output value from the row which matches the ticket attributes.

Resolution

This is standard behavior.

To resolve the issue, you need to manually change the routing rule after you deleted the related territory.

Keywords

Ticket Routing Rule , Territory, Ticket , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP HYBRIS C4C ADDINS 1805