Symptom
The Logged-In user can not be defaulted as the service technician of a ticket.
Environment
SAP Cloud for Customer.
Reproducing the Issue
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Logon with User ABC1 (where ABC1 is the logged-in user name).
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Go to the Service work center.
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Go to the Tickets view.
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Click on the New button and created ticket LMN (where LMN is name of newly created ticket).
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Open ticket LMN and go to Service and Repair facet .
You can see the field Service Technician is blank and is not defaulted with value as ABC1.
Cause
There is no determination based on logged-in user under the business configuration of ticket.
Resolution
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Go to the Business Configuration work center.
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Go to the Implementation Projects view and Open Activity List .
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Search for fine tune activity name Tickets for Customer Support.
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Click on the hyperlink Maintain Involved Parties.
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Select the party role as Service Technician and click on maintain determination.
You can see there is no determination step available base on logged-in user, therefore user ABC1 is not determine as default service technician within the ticket LMN.
Keywords
Logged-in user , Service Technician , KBA , LOD-CRM-SRP , Service Request Processing , Problem
Product
SAP Cloud for Customer add-ins all versions