3099313 - Workflow is Not Updating the Processor of the Tickets as Expected

You have created a Workflow to update the Processor of the Ticket if the defined conditions are met. After the performing the steps to trigger the Workflow Rule, you notice that the Processor was not Updated/wrongly updated to the logged user.

SAP Cloud for Customer

There can be different scenarios causing this like SDK customizations.

The most common scenario is when the Processor Involved Party Determination is set to Current User.

To validate this you can follow the below steps:

1. Business Configuration
2. Open Activity List
3. Select and open the activity Tickets for Customer Support
4. Select Maintain Involved Parties
5. Select Processor
6. Select Maintain Determination

Here the determination Involved Party configuration is set to Current User.

In this case, the Involved Party Configuration, will have the preference against the Workflow Rule and the system consistency check, leading the current user to be saved as Processor of the Ticket in the Ticket first Save.

By removing the Current User Involved Party configuration in Maintain Party Determination for Processor, The Processor will be assigned as defined in the Workflow upon execution.

Processor , Tickets , Assigned To, Maintain  determination , Workflow update not working, Workflow , KBA , LOD-CRM-SRP , Service Request Processing , How To

SAP Cloud for Customer core applications all versions