SAP Knowledge Base Article - Public

2713595 - Supported Business Object Extension Fields in Ticket Routing Rules

Symptom

You created a ticket routing rule based on an extension field for a different business object.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisite: You created extension field XXX (XXX represents the extension field name) on the Customer business object.

  1. Go to the Administration work center.
  2. Go to the Service and Social view.
  3. Under Work Distribution click on Ticket Routing Rules by Organization or Territory.
  4. Click on Adapt Coloumns.
  5. Add the extension field XXX.
  6. Maintain conditions.
  7. Activate routing rules.

Cause

Extension fields from other business objects can be added to the ticket routing rules.

Resolution

The ticket routing rules supports 4 business objects such as Service Request, Product, Customer and Employee.

The extension field needs to be added to the business object header for the ticket routing rules to be triggered.

Keywords

Ticket Routing Rules, Tickets, Extension Fields, Business Object , KBA , tikcet routing rules , tickets , extension field , supported business object , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1808 ; SAP Cloud for Customer 1811