2942021 - When Creating a Ticket, Derive Territory Workflow Rule Does Not Work

You have a Workflow rule to, when creating a Ticket, derive the account territory for ticket territory. But it does not work.

SAP Cloud for Customer

Create a Workflow Rule:

1. Business Object is Ticket and the timing is On Create Only. 
2. Press Next button until Rule Type (do not maintain any conditions groups).
3. On Rule Type, choose Action and Derive Territory for action. 
4. Finish.

Now, create a Ticket with an account of your choice and save. See that the territory was not maintained.

You have not maintained any conditions groups that would trigger the rule.

You have to change the Workflow Rule. Add conditions groups using the Account Owner ID (or some field that will be related to the territory). In action, use Update Field to update the Territory field with the Territory ID.

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1908/en-US/3ee09b583f7d418599178e3a2a0d80d8.html?q=workflow%20rule

KBA , LOD-CRM-WKF , Workflow , Problem