2790129 - Agent Is Not Removed From Ticket When The Team Is Changed Via Ticket Routing Rule

You have activated the scoping questions under Processor and Team Consistency check. The question is:

Enable Check and Assign Primary and Secondary Processor Based on their Service Team when Re-assigning a Ticket.

However, when the Team is changed in a Ticket via Routing Rule the Assigned Agent is not removed.

SAP Cloud for Customer core applications

Pre-Requisite: You have Ticket Routing Rules maintained, which automatically determine the Team (eg based on the maintained Service Category in the Ticket)

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket 123 (123 represents the Ticket ID).
4. Select the Edit button.
5. Change the Service Category.
6. The Service Category automatically changes the Team that is maintained in the Ticket.

You see that the Team changes, but the assigned Agent is not removed, although they are not part of the new Team.

The Routing Rules have priority over the Consistency Check logic, hence, the assigned Agent  will not be removed and will be kept in the Ticket when the Team is updated via Routing Rule.

This is the Standard System Behaviour in SAP Cloud for Customer.

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Consistency Team Agent Processor removed Check; Service Team of Processro, Service team of Ticket , KBA , LOD-CRM-SRP , Service Request Processing , How To

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