The Processor/Agent is not determined as current (logged on) user in new ticket.
SAP Cloud for Customer
Reproducing the Issue
Logon to the system with user LMN (where LMN is the logon user).
- Go to the Service work center.
Go to the Tickets view.
Click New button.
In the new ticket screen, the Agent/Processor value is not picked as LMN.
You need to maintain the configuration in the Business Configuration.
Go to the Business Configuration work center.
Go to the Implementation Projects view.
Select the current project and click Open Activity List.
Open Tickets for Customer Support fine-tune activity.
Click Maintain Involved Parties hyperlink.
Select the Processor Party Role.
Click Maintain Determinations button.
Select the Determination Step 30 - Current User.
- Save changes.
Note: if step related to Rules is checked, all the following determination steps are not considered. In this case, refer KBA 2539770 for details.
2539770 - Determination of Ticket Routing Rules for Processor Party Role
Agent, Processor, Determination, Current User, Ticket, Involved Party, Party Role , KBA , tickets for customer support , newticket , current user , LOD-CRM-SRP , Service Request Processing , Problem