SAP Knowledge Base Article - Public

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 questions are:

-Disable Consistency Check Between Processor and Service Support Team When Re-assigning a Ticket
-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 - Service

Reproducing the Issue

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.

1.  If you are a partner: please use or the Partnerfinder
2.  If you are a customer:

  1. Contact your Account Executive.
  2. Check the link for SAP Advisory Services.

An alternative option may be to check the SAP Cloud for Customer Customer Influence to submit an idea.

Note: If the consistency check is disabled, It will allow Processor of the Ticket to save tickets even if the Service and social team of the Processor is not same as service and social team of the ticket.


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