SAP Knowledge Base Article - Public

3066255 - Number in Sequence Column Inconsistent when using Insert Row or Add Row Button in Rules


You have selected "Add Row" or "Insert Row" button in the UI of Rules (for example, Ticket Routing Rules) and you notice that the Sequence Number (ordering) becomes inconsistent.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Administrator Work Center and select View Service and Social.
  2. Click to open Ticket Routing Rules by Organization or Territory.
  3. On the Rules screen, click "Add Row" and "Insert Row" and you can see the Sequence Number occasionally becomes inconsistent.


This is currently a limitation in the system. When Rules extend across multiple pages, the Sequencing is lost.


Click the "Refresh" button in the list toolbar, go back to the newly created row and modify the rule as required. If this is not suitable you can also adjust rows in the generated .xlsx file externally by clicking the "Download" button.


BRF, Ticket Routing, Column, Inconsistent, Sequencing, Sequence, UI, Multiple Pages, Lost , KBA , LOD-CRM-BRF , C4C BRF Configuration , Problem


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