3543113 - Case To Team Routing Rules Not Working For Sub Cases

Case Routing to Team rules are not triggered for Sub-Cases even though Parent Case ID field is used in rules.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Go to Settings.
2. Go to Case Routing to Team.
3. Maintain a rule to assign ABC (where ABC is the name of a Service and Support Team) to a Sub Case.
4. Go to Cases Workcenter.
5. Open a Case in Detail View.
6. Click on Create and select Sub Case.
7. Notice that in the New Case pop-up, Service and Support Team value is populated from the Main Case and Team is not assigned based on Routing rules maintained in the system.

During the creation of a Sub Case, the party data will be copied over from the Main Case. Once the Sub Case is created, any subsequent updates after that will redetermine the Team or processor based on the routing rules maintained in the system.

This is the current designed behavior of the system. If any change is required in the system behavior, please post your requirement or vote for the requirement on our Influence site, via SAP Sales and Service Cloud Version 2 & SAP Enterprise Service Management.

3432144 - Case Routing To Team Rules Not Working

Case, Team Routing, Service and Support Team, Sub Case, Main Case, Parent Case ID , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem