SAP Knowledge Base Article - Public

3432144 - Case Routing To Team Rules Not Working


In Cases, Service and Support Team is not determined based on the Case Routing to Team rules maintained in the system.


SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to Settings.
  2. Search for Cases.
  3. Select Party Schema and open the relevant party schema.
  4. Click on 'Show Determination Steps' for Service and Support Team.
  5. Notice that Step - 'From Business Rules' is Active.
  6. From Navigation Panel, go to Cases.
  7. Open Case 123 (where 123 is Display ID of the Case).
  8. Change any field value in the Case (Ensure that the field is used in Case Routing to Team Rules) .
  9. Notice that the Service and Support Team value is not redetermined based on the Case Routing to Team rules.


The Service and Support Team was added manually to the Case. Manually added entries win over the determination methods maintained in the system.


This is the current expected behavior of the system. The system does not overwrite any involved party which was added manually to any object.

See Also

Help Document - Configure Case Routing to Team


Service and Support Team, Determination, Case Routing to Team , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 all versions