SAP Knowledge Base Article - Public

2842428 - Ticket Routing Rules For Incident Category Not Working


Ticket Routing Rules are not working for lines with case Category.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: Ticket Routing Rules are already maintained in the system.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click New.
  4. Add details meeting conditions of the Routing Rules, including case Category ABC (ABC represents case Category selected in the Ticket Routing Rules).
  5. Save and open the ticket.

Result: Team was not determined correctly.


You have maintained case Category under Service Category column instead of under case Category column in the Ticket Routing Rules.


  1. Go to the Administrator work centre.
  2. Go to the Service and Social view.
  3. Open Ticket Routing Rules by Organization or Territory hyperlink.
  4. Click Adapt Columns button.
  5. Add the case Category column.
  6. Maintain value under the case Category column (instead of under the Service Category column).
  7. Save your changes and activate the rules.


ticket, routing rules, case category, service category, rule, team, not determined, incorrect , KBA , LOD-CRM-SRP , Service Request Processing , Problem


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