SAP Knowledge Base Article - Public

2790129 - Despite Activated Consistency Check, Agent is Not Removed From Ticket When The Team is Changed

Symptom

You have activated the Consistency Check between the Assigned Agent and Team in a Ticket.

However, when the Team is changed in a Ticket, the Assigned Agent is not removed.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

Pre-Requisite: You have Ticket Routing Rules maintained, which automatically determine the Team (eg based on the maintained Service Category in the Ticket)

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket 123 (123 represents the Ticket ID).
  4. Select the Edit button.
  5. Change the Service Category.
  6. The Service Category automatically changes the Team that is maintained in the Ticket.

You see that the Team changes, but the assigned Agent is not removed, although they are not part of the new Team.

Cause

The assigned Agent only gets removed, if the Team is changed manually or via the Action Assign to Team.

If the Team is determined by Ticket routing rules, the Agent will be kept in the Ticket.

Resolution

This is the Standard System Behaviour in SAP Cloud for Customer.

Keywords

Consistency Team Agent Processor removed Check , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions