2738148 - On Creating New Ticket, it is not Possible to Default the Service Technician as Logged-In User

The Logged-In user can not be defaulted as the service technician of a ticket.

SAP Cloud for Customer.

1. Logon with User ABC1 (where ABC1 is the logged-in user name).
2. Go to the Service work center.
3. Go to the Tickets view.
4. Click on the New button and created ticket LMN (where LMN is name of newly created ticket).
5. 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.

There is no determination based on logged-in user under the business configuration of ticket.

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view and Open Activity List .
3. Search for fine tune activity name Tickets for Customer Support.
4. Click on the hyperlink Maintain Involved Parties.
5. 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.

Logged-in user , Service Technician , KBA , LOD-CRM-SRP , Service Request Processing , Problem