3375381 - Service Technician of Items is Overwritten When Service Technician on a Ticket is Changed

Service Technician of Items is overwritten when Service Technician on a Ticket is changed even when Work Progress has already Started.

SAP Cloud for Customer

1. Go to the Service work center
2. Go to the Tickets view
3. Open the Ticket 123 (Where 123 refers to the Ticket ID)
4. Assign Service Technician ABC (Where ABC refers to the Service Technician name)
5. Go to the Items facet
6. Add Item XYZ (Where XYZ refers to the Item name)
7. Select the Item
8. Click More to Start Work
9. Change Service Technician in the main header of ticket 123 from ABC to DEF (Where DEF refers to the new Service Technician name)

Result: Service Technician in Item XYZ is overwritten from ABC to DEF.

Service Technician is overwritten by Service Technician in the main header unless Work Progress has already Finished.

This is the current system expected behaviour.

Service Technician, Items, Work Progress, Overwritten, Replace , KBA , LOD-CRM-SRP , Service Request Processing , Problem