SAP Knowledge Base Article - Public

3128526 - Activity Planner Routing Rule Tasks Generated Before The Ticket Save.

Symptom

The Activity Planner is running during the Ticket creation, even before you press the Save button.

Environment

 SAP Cloud for Customer

Cause

This happens when a specific Business Scoping question is marked.

Resolution

To fix this, you need to descope a Business Configuration, that is available under the following path

  1. Go to the Business Configuration.

  2. Click on Edit Scope.

  3. Go to the Scoping Questions.

  4. Expand the following path -> Service-> Customer Care -> Service Request Management-> Surveys & Tasks.

  5. Uncheck the question "Automatically load surveys and tasks related to a ticket?".

Keywords

 Activities; Technician; Change; UI; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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