Ticket routing rules not triggered due to postal code.
SAP Cloud for Customer
Reproducing the Issue
You have already set up the conditions in the Ticket Routing Rules by Organization or Territory including Postal code as condition.
- Go to the Service work center.
- Select the Tickets view.
- Click the New button.
- Fill in the mandatory fields including Postal Code field.
- Click the Save and Open button.
You can see that the rules were not determined according to the set-up condition, even though the postal code is maintained.
Postal code is not maintained correctly.
You need to maintain the postal code with full allowed length.
For example, if postal code contains 5 digits then maintain all 5 digits.
0 – 999 as 00000 to 00999.
For example, if postal code is one alphabet with four digits maintain all 5 characters.
z0 – z999 as z0000 to z0999.
Ticket Routing Rules, Ticket, Territory, Organization. , KBA , LOD-CRM-SRP , Service Request Processing , Problem