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SAP Knowledge Base Article - PreviewSymptom
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.
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Environment
SAP Cloud for Customer - Service
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions
Keywords
Consistency Team Agent Processor removed Check; Service Team of Processro, Service team of Ticket , KBA , LOD-CRM-SRP , Service Request Processing , How To
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