SAP Knowledge Base Article - Public

3231023 - Territory is Not Re-Determined via Ticket Routing Rules


You notice that, when a service ticket is updated, the territory is not re-determined by the ticket routing rules defined for territory assignment.


SAP Cloud for Customer


At the moment, the Territory will only be determined via the Ticket Routing Rules during the creation of the ticket object, not during the update.


This feature is not supported in the current release of SAP Cloud for Customer.

  1. If you are a partner: please use or the Partnerfinder
  2. If you are a customer:
    1. Contact your Account Executive.
    2. Check the link for SAP Advisory Services.

An alternative option may be to check the SAP Cloud for Customer Customer Influence to submit an idea:


Territory, Ticket, Ticket Routing Rule, Routing, Routing Rule, Rule, Update, Create, Change, Workflow, Service, , KBA , LOD-CRM-SRP , Service Request Processing , How To


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