3574696 - Service Team Not Cleared When Changing Case Type During Case Creation in SAP Service Cloud Version 2

• During the creation of a new case, the Service Team is determined.
• If the case type is changed during the creation process without saving, the Service Team does not get cleared and becomes non-editable.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Create a new case from the home page.
2. Select a case type (e.g., Type A) and fill in the necessary details without saving.
3. Change the case type to a different one (e.g., Type B).
4. Observe that the assigned team field does not clear and becomes un-editable.

Missing or incorrect configuration/Implementation

• The solution depends on the method used for determining the assigned team. If the administrator configured rules using Case Routing to Team, it is necessary to carefully review the matching criteria applied.
  • For example, review the configuration under:
  • Settings → Cases → Rules: Case Routing to Team → Sequence
  • The following criteria may be included:
    

    Criteria	Criteria	Criteria	Criteria
    Case Type	Priority Code	Source Code	Category Level 1/Display ID
    Category Level 2/Display ID	Subject	Escalation Status	Life Cycle Status
    Source	Status	Status Code	Category Level 1 ID / Name
    Category Level 2 ID / Name	Team	Party Role	Action

    Sample Configuration:

    Sequence	Case Type	Priority Code	Source Code	Category Level 1	Category Level 2	Subject	Team	Action
    1	Type A	*	*	CAT_A1	*	*	TEAM_ALPHA	28
    2	Type B	*	*	CAT_B1	*	*	TEAM_BETA	28

    Recommendation:

    • Since the matching criteria are based on Category Level 1, to clear the assigned team when changing the case type, the user must first clear the Category Level 1 field.
    • Once this field is cleared, the assigned team will also be reset.
    • Alternatively, administrators can create an additional rule specifically designed to reset the assigned team when the case type changes.

SAP Service Cloud Version 2, Case Creation, Case Type Change, Assigned Team Lock, Case Routing Rules, Matching Criteria, Category Level 1, Category Level 2, Non-editable Fields, Team Reset Rule, Case Management, Case Assignment Issue, Case Routing to Team, Rule Configuration, Dynamic Team Assignment, Escalation Status, Life Cycle Status, Status Code, Source Code, Party Role, Action Sequence. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem