2596011 - An Involved Party is Not Determined Automatically in Tickets

Symptom

When creating a new Ticket, one of the Involved Parties is not determined automatically.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Example:

The Involved Party Service and Support Team is not determined automatically, when creating a new Ticket.

Pre-Requisite:

You have activated the Determination steps for the Party Role Service and Support Team in the Fine-Tuning activity Tickets for Customer Support.

Go to the Service work center.
Select the Tickets view.
Select the New button.
Fill in the mandatory information.
Select the Save and open button.

The Party Service and Support Team has not been determined automatically.

Cause

This is the expected system behaviour, if the Determination step to use the Rules for Party XYZ (XYZ represents the Party Role name) is activated and there are no rules maintained in the system at all, the rules are inactive or no rule which the created Ticket fulfills the criteria for is found.

Once the Determination Step to use the Rules for the Party Role is activated, the system only checks the Rules maintained in the system for the determination and stops after this step. No further Determination takes place.

Resolution

Solution 1:

Go to the Administrator work center.
Select the Service and Social view.
Select the Define Rules for Employee Work Distribution Hyperlink.
Maintain the necessary Rules.
Save the changes.
Activate the Rules.

Solution 2:

Go to the Business Configuration work center.
Select the Implementation Projects view.
Select the Open Activity List button.
Select the Fine-Tune facet.
Open the Tickets for Customer Support activity.
Select the Maintain Involved Parties hyperlink.
Select the Party Role XYZ.
Select the Maintain Determination hyperlink.
Deselect the Determination Step to Use the Rules for the Determination.
Save the changes.

Keywords

Maintain Determination Rules Ticket Tickets Involed Party Parties automatically determined , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer add-ins 1805 ; SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer add-ins 1811 ; SAP Hybris Cloud for Customer add-ins 1711