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SAP Knowledge Base Article - PreviewSymptom
Ticket Routing Rules have been set up to assign a team to tickets based on certain conditions, for example by E-mail Channel ID.
However, when tickets are created and conditions of the Rule are met, tickets are not assigned to the expected teams.
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Environment
SAP Cloud for Customer
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions
Keywords
ticket, routing rules, determination, agent, team , KBA , LOD-CRM-SRP , Service Request Processing , Problem
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