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SAP Knowledge Base Article - PreviewSymptom
When a Ticket is De-Escalated it is not automatically reassigned to the Agent who escalated the Ticket initially.
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Environment
SAP Hybris Cloud for Customer
Product
SAP Cloud for Customer add-ins 1805
Keywords
Escalate De-escalate escalation de-escalation routing routed automatical Employee Work Distrubution Rule , KBA , LOD-CRM-SRP , Service Request Processing , Problem
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