SAP Knowledge Base Article - Public

2662713 - Involved Parties Not Reflected in Ticket Routing Rules

Symptom

You have created a new involved party for tickets and this party is not available in the ticket routing rules.

Environment

SAP Hybris Cloud for Customer HTML5

Reproducing the Issue

Pre-requisites:

You have already created a new party role in fine tuning and assigned it as involved party to tickets.

  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Click the Ticket Routing Rules hyperlink under the Work Distribution section.
  4. Click a value of the Role Code column.
  5. Click the Enter Value field.

You can see that the new created party is not available in the dropdown list.

Cause

This is the expected system behavior.

Resolution

Involved parties other than Service and Support Team and Service Technician Team are not available in the ticket routing rules.

The rules are used to assign tickets to a team or an employee and not to any other involved parties.

Keywords

Involved Party, Ticket, Ticket Routing Rules. , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-PAP , Ticket - Party Processing , Problem

Product

SAP Cloud for Customer add-ins all versions