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SAP Knowledge Base Article - PreviewSymptom
A ticket routing rule has been configured by Organization/Employee using the 'Customer' parameter with a 'Contains String' or 'Contains Pattern' to match with the Customer Name. However, despite selecting these options, the field remains a value help field rather than allowing a string input. As a result, when a ticket is created for a customer with the name matching the routing rule, it is not routed to the intended person/organization.
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Environment
SAP Cloud for Customer
Keywords
SAP Cloud for Customer, Ticket Routing, Contains String, Customer ID, Customer Name, Routing Rule, Party Determination, Customer name, Contains Pattern , KBA , LOD-CRM-SRP-PAP , Ticket - Party Processing , How To
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