Symptom
After the agent reserves a transaction in Agent Inbox, the agent is set as the employee responsible for this transaction but the organization where the agent belongs to is not set as the group responsible for this transaction.
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Environment
- SAP Customer Relationship Management 7.0 and higher
- SAP enhancement package for SAP Customer Relationship Management
Product
SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions
Keywords
service group, service team, responsible group, edit, reserve, redetermine, organization unit, DETERMINE_GROUP_RESPONSIBLE, CRM_IC_INBOX_BADI , KBA , CRM-IC-UNI , Agent Inbox , Problem
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