SAP Knowledge Base Article - Public

3440048 - Processor field becomes empty when Customer is getting Assigned to a Case


When a Case has a Processor assigned and an Account is added to the Case, the Processor gets cleared automatically.


SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to Cases.
  2. Open a Case and assign a Processor.
  3. Assign an Account to the Case.


Current expected behavior when the determination rule for processor is set to "From Business Partner Relationship" with source "Account".


As general rule manually/externally changed parties or organizational data are NOT re-determined when the transaction is changed. 

However, if the transaction’s main party (usually the account or supplier) is changed we always enforce the full redetermination of all depending parties, contacts and organizational data (sales org, distribution channel, etc.) .


Determination, Processor , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0