SAP Knowledge Base Article - Public

2634167 - Agent Erased when Team Is Assigned

Symptom

Changing the Service and Support Team of a Ticket to the one that is not checked as Primary erases the Employee from the field Agent.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Logon with user 123 (123 represents the User ID).
  2. Go to the Service work center.
  3. Navigate to the Tickets view.
  4. Open Ticket ID XXX (XXX represents the ID of the Ticket).
  5. Click Assign To > Me.
  6. The Agent has been set to 123 and the Team has been set to XYZ (XYZ represents the ID of the Primary Service Unit of User/ Employee 123).
  7. Now, change the Team to ABC (ABC represents the ID of a Service Unit that is assigned to the User / Employee 123, but is not the Primary one).
  8. See that the Agent field is now empty.

Cause

The User/ Employee 123 is assigned to more than one Service Unit. Only the Primary Service Unit will trigger the Agent assignment.

Resolution

This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

Keywords

Ticket ; Processor ; Agent ; Employee ; User ; Org Unit ; Service Unit ; Team ; Service and Support Team , KBA , empty , cleared , LOD-CRM-SRP , Service Request Processing , LOD-LE-RC-PAP , Party Processing , Problem

Product

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