SAP Knowledge Base Article - Public

3139441 - Territory Not Redetermined Based on Ticket Routing Rules


You have setup Ticket Routing Rules to determined Territories for Tickets and notices that, although they work fine on Ticket creation, if changes are done the Territory is not updated based on the Rules.


SAP Cloud for Customer


Unlike Team and Processor, for Territory, the Ticket Routing Rules only work on creation.


To make this work on change, you need to create a Workflow Rule with timing On Every Save and Action - Determine Territory.

Doing this, the rules will be evaluated on every change to see if there is a need to update the Ticket Territory.


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