2651105 - Ticket is Assigned to Logon User after You Edit the Ticket which is Not Assigned

You have a ticket which is not assigned to a processor. When a logged-in user edits the ticket and updates certain fields, such as 'Incident Category', 'Customer' or adds notes, the ticket will automatically be assigned to that user.

SAP Cloud for Customer

1. Go to Service work center.
2. Go to Tickets work center view.
3. Open one ticket which is not assigned.
4. Edit the ticket, change the 'Incident Category' or change the Customer, or add a note, etc.
5. You find the ticket is assigned to you automatically(the 'Assign To' field is flagged with your name).

In Business Configuration, under the activities "Tickets for Customer Support" or "Tickets for Employee Support", you have maintained the party determination for the Processor as "Current User".

1. Go to Business Configuration work center.
2. Find the Activity: Tickets for Customer Support or Tickets for Employee Support.
3. Open the activity and click "Maintain Involved Parties".
4. Select Processor and click "Maintain Determination".
5. Here, you can see the "Current User" option is checked.

This is the standard behavior when you configure the party determination for the processor as "Current User".

The "Current User" determination will not only be triggered during the initial ticket creation, but will also be activated when someone edits specific fields if the ticket is not currently assigned.

Ticket; Logon User; Current User; Assign to; Processor; Assigned To User; , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-PM-SRV , C4C Product Management - Service , How To

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