SAP Knowledge Base Article - Public

2623040 - Ticket Routing Rules for Employee Support Do Not Assign Team


Ticket Routing Rules for Employee Support do not assign a team to a ticket.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: You maintained the conditions to assign a team for Employee Support tickets in the Ticket Routing Rules.

  1. Go to the Service work center.
  2. Go to the Employee Support view.
  3. Select New.
  4. Maintain the conditions to trigger the Ticket Routing Rules.
  5. Click Save.
  6. The team is not being assigned to the ticket.


The Role Code for Service and Support team has not been assigned in the Ticket Routing Rules.


  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Under Work Distribution, select Ticket Routing Rules hyperlink.
  4. In the determination table, select Role Code 28 – Service and Support Team.
  5. Click OK.
  6. Click Save.
  7. Select Active Rules under Actions.


Ticket Routing Rules, Employee Support, Team, Tickets, Role Code, Service and Support Team , KBA , ticket routing rules , employee support , tickets , team , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions