SAP Knowledge Base Article - Public

2651438 - Ticket Routing Rules Are Not Working

Symptom

Ticket Routing Rules have been setup to distribute incoming Tickets to team, however when the Tickets are generated the team assignment is not determined automatically based on setup rules.

Reproducing the Issue

  1. Go to Service work center.
  2. Choose the Tickets view.
  3. Choose the New button to create Ticket or you can create a new Ticket from quick create.
  4. Now you can see the Team field not determined automatically.

Cause

Under Ticket Routing Rule setup, each rules for which a Team is maintained also has to maintain the Role Code.

Resolution

Steps to maintain Role Code in the Ticket Routing Rules:

  1. Go to Administrator work center.
  2. Choose the Service and Social view.
  3. Select Ticket Routing Rules hypelink.
  4. Here you need to maintain a value for the column Role Code,  for the rules for which a Team is maintained.

Keywords

Team , Service and Support team , maintain determinations , KBA , ticket , involved parties , routing , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions