SAP Knowledge Base Article - Public

2593320 - The Automatic Determination of The Service Technician Team in a Ticket Based on an Installed Base / Registered Product Does Not Work


The automatic determination of the Service Technician Team in a Ticket based on an Installed Base or Registered Product does not work.


SAP Hybris Cloud for Customer

Reproducing the Issue


You have activated determination step 5: Installed Base / Registered Product for the Party Service Technician Team in the Fine-Tuning Activity: Tickets for Customer Support.

You have created an Installed Base in which you added the Involved Party Service Technician Team.

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Select the New button.
  4. Maintain Account XYZ (XYZ represents the Account ID).
  5. Maintain Installed Base DEF (DEF represents the Installed Base ID).
  6. Select the Save button.
  7. Open the created ticket.
  8. Switch to the Involved Parties facet.

The determination of a Service Technician Team did not work.


This is the expected system behaviour in SAP Hybris Cloud for Customer, if determination Step 3: Use Rules for Service Technician Team is activated in the Fine-Tuning Activity Tickets for Customer Support.

If this step is activated, the system will search the Rules for one, where the conditions are met by the ticket. If none can be found, no further determination will take place.

This is also the system behavior if the Rules for Employee Work Distribution are inactive.


In order to use the automatic determination based on the Installed Base / Registered Product follow these steps:

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the Open Activity List hyperlink.
  4. Switch to the Fine-Tune facet.
  5. Open the Tickets for Customer Support activity.
  6. Select the Maintain Involved Parties hyperlink.
  7. Select the Party Role Service Technician Team.
  8. Select the Maintain Determinations hyperlink.
  9. Deactivate Step 3: Use Rules for Service Technician Team.
  10. Save the changes.


Service, Technician, Team, automatic, Determination, Rules, Installed Base, Registered Product, Involved Parties , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer add-ins 1805 ; SAP Hybris Cloud for Customer add-ins 1711