SAP Knowledge Base Article - Public

2659093 - Ticket Routing Rules With Conditions For Srv Location ZIP Field

Symptom

Service Technician Team Determination Using Ticket Routing Rules with Conditions set for Srv Location ZIP Field behaves Inconsistently.

Environment

SAP Hybris Cloud For Customer

Reproducing the Issue

  1. Go to Administration Work Center
  2. Then to Service and Social View
  3. Click on Ticket Routing Rules hyperlink
  4. Create New Rule with condition for Srv Location ZIP field and value for Service Technician Team and activate the rule

For  Alpha- Numeric postal codes like [X1...Xn], where, X is any Alphabet and n is any Numerical Value. It is seen that the Ticket Routing Rules do not work.

Cause

The Postal Code is based on Alpha-Numeric comparison so you need to define the range based on Alpha-Numeric comparison rule

Resolution

  1. Go to Administration Work Center
  2. Then to Service and Social View
  3. Click on Ticket Routing Rules hyperlink
  4. Create New Rule with condition for Srv Location ZIP field and value for Service Technician Team and activate the rule

Maintain Srv Location ZIP field  with the same length, say, [X001...X020], then X5 will be X005 and it will be in range. Else, you have to split and maintain Conditions into many groups.

Keywords

Srv Location ZIP, Alpha-Numeric,Postal Code,Service Technician Team,Ticket Routing Rules , KBA , srv location zip , ticket routing rules , alpha-numeric , postal code , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions