SAP Knowledge Base Article - Public

2718130 - Routing Rules Not Working

Symptom

Ticket Routing Rules has been set with proper conditions but they do not seem to get triggered

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Then to Ticket View
  3. Open ticket ID XYZ, where XYZ is any ticket ID
  4. Make any changes on ticket so that the Ticket Routing Rules would get executed

Even with proper conditions being maintained in Ticket, it is seen that the rules do not get triggered

Cause

The conditions for Routing Rules contains an explicit value as *. This explicitly evaluates the condition fields for value *

Ticket_Rule_Value.png

Resolution

The wrong values in Routing Rules could be seen by downloading the list of rules in .xlsx file, the wrong values are shown as *.

  1. Kindly delete these wrong values by clicking on the condition value in UI
  2. Click on Clear
  3. Then Save and Activate the rules

By default if no values are given, all values are considered for a condition field, but if we explicitly specify the value as *, it would literally evaluate only for value *.

Please do not provide explicit value if the column field needs to evaluate all values. This holds good for all Routing Rules irrespective of the BO the rule is configured for.

See Also

2540331 - Determination of Ticket Routing Rules with Party Role as ServiceTechnician Team

Keywords

Routing Rules, *, Download, Column, Condition , KBA , download , routing rules , column , condition , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions