SAP Knowledge Base Article - Public

2939366 - How To Use Starts With Within the Ticket Routing Rules


You would like to perform the Ticket assignment based on the starting letters of a specific field (e.g for Customers). However, when selecting the field Customer and the condition Starts With you have noticed that this is a value selector field and not a free text field.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Administrator work center.
  2. Select the Service & Social view.
  3. Click on Ticket Routing Rules by Organization or Territory.
  4. Select any field (e.g Customer) and the condition Starts With. 


The condition Starts With matches any beginning of a string/ID of a Customer. In this case no wildcards (asterisk) * should be added.
It is important to remember if an asterisk * is directly added, it will be considered as a string literal i.e it will make a direct comparison on * instead of considering the * as All.


Select the field (e.g Customer ID) without using the wildcard *, this will result in the system starting the assignment considering the initial letters of that selected field.


Routing Rule; Letters; Not Working; Alphabetical; Order; Sequence; , 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