Symptom
Ticket Routing Rules for Employee Support do not assign a team to a ticket.
Environment
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.
- Go to the Service work center.
- Go to the Employee Support view.
- Select New.
- Maintain the conditions to trigger the Ticket Routing Rules.
- Click Save.
- The team is not being assigned to the ticket.
Cause
The Role Code for Service and Support team has not been assigned in the Ticket Routing Rules.
Resolution
- Go to the Administrator work center.
- Go to the Service and Social view.
- Under Work Distribution, select Ticket Routing Rules hyperlink.
- In the determination table, select Role Code 28 – Service and Support Team.
- Click OK.
- Click Save.
- Select Active Rules under Actions.
Keywords
Ticket Routing Rules, Employee Support, Team, Tickets, Role Code, Service and Support Team , KBA , team , ticket routing rules , employee support , tickets , LOD-CRM-SRP , Service Request Processing , Problem
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions