SAP Knowledge Base Article - Public

2652772 - Service Technician Team Not Determined When Creating Ticket From Registered Product


Service Technician Team is not determined when creating a ticket from a registered product, even though you have maintained the ticket routing rules.


SAP Cloud for Customer

Reproducing the Issue

You have already defined the ticket routing rules under the Administrator work center.

  1. Go to the Products work center.
  2. Go to the Registered Products view.
  3. Open registered product ABC (ABC represents product ID).
  4. Select the Tickets facet.
  5. Click the New button.

You can see that no value is determined for the Service Technician Team field.


The Service Technician Team is not determined because there is no Service Technician Team maintained for the registered product.
The team maintained in the registered product takes precedence over the ticket routing rules.


Currently, ticket created from Registered Products view > Tickets facet takes over only the Service Technician and Service Technician Team maintained in the registered product.
If maintained, it takes over that value. And if not maintained, it takes over empty value. However, if the ticket is created from the regular ticket quick create screen and the registered product is entered, the routing rules are considered and not the value maintained in the registered product itself.


Ticket Routing Rules, Service Technician Team, Registered Product, Ticket, Service Technician, Team, Empty, , KBA , LOD-CRM-SRP-PAP , Ticket - Party Processing , LOD-CRM-SRP , Service Request Processing , Problem


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