SAP Knowledge Base Article - Public

2651438 - Ticket Routing Rules Are Not Working


Ticket Routing Rules have been set up to distribute incoming tickets to the teams. However, when the tickets are created, the team assignment is not determined automatically based on the rules.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click the New button to create a ticket.

Result: the Team field was not determined automatically as per the rules.


Role Code has not been maintained in the Ticket Routing Rules.


Steps to maintain Role Code in the Ticket Routing Rules:

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Select Ticket Routing Rules hyperlink.
  4. Maintain a value for the column Role Code for the rules for which a Team is maintained.


team, service and support team, maintain determinations, role code, routing rules, ticket, determination , KBA , ticket , involved parties , routing , LOD-CRM-SRP , Service Request Processing , Problem


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