You would like to disable team assignment based on agent for tickets.
SAP Cloud for Customer
With the upgrade to 1805, an option to disable the automatic assignment of team based on ticket agent has been added to the business configuration.
Go to the Business Configuration work center.
- Select the Implementation Projects view.
- Here, click on Edit Project Scope.
- Go to the Step 4: Questions.
- Expand Service, then Customer Care.
- Select Service Request Management.
- On Processor and Team Consistency Check, mark the option "Disable consistency check between processor and service support team when re-assigning a ticket?"
- Go to Step 5: Review and click on Finish.
Team ; Agent ; Ticket ; Processor ; Disable ; Assignment , KBA , LOD-CRM-SRP-PAP , Ticket - Party Processing , How To