2738317 - How to Disable The Assigned Support Team Check For Secondary Relationship

You want to disable the Assigned Support Team Check for Secondary Relationship

SAP Cloud for Customer / Service

1. Go to the Service work center.
2. Select the Tickets view.
3. Select the Ticket ABC (ABC represents the Ticket ID).
4. Note that the Ticket ABC is assigned to the Agent DEF (DEF represents the Agent ID) and the Team GHI (GHI represents the Team ID).
5. Select the Assign To button.
6. Choose the option to assign to a Team.
7. Select Team JKL (JKL represents the Team ID) and select the OK button.

Note that the Team in the Ticket is changed to Team JKL and the Assigned Agent is removed.

The reason that the Agent is removed is that the agent is not part of the Team JKL, but part of the Team GHI.

When changing a team, the solution checks if the current processor belongs to the new team. If yes, then the processor is retained. If not, then the processor field is cleared.

When changing the processor, the solution checks if the new processor belongs to the current team. If yes, then the current assignedteam is retained. If not, then the new processor’s primary team is assigned.

In order to disable this functionality, please follow below steps:

1. Go to the Business Configuration work center.
2. Select the Implementation Projects view.
3. Select the Edit Project Scope button.
4. Select the Next button until you reach Step 4: Questions.
5. Expand the options for Service.
6. Expand the options for Customer Care.
7. Select Service Request Management.
8. Add the question Disable consistency check between processor and service support team when re-assigning a Ticket? to the Scope.

After saving the changes, the automatic check is disabled.

Agent Team Ticket removed deleted automatically assign to check relationship , KBA , LOD-CRM-SRP , Service Request Processing , Problem