3582458 - Territory deleted from Lead after data changes are made

When you create a Lead for a non-existing Account, the system applies territory assignment rules to determine the Territory as expected, since there is no Account data to base the territory on.

However, when changing information on the Lead (such as Sales Org. or Employee Responsible), the Territory gets deleted and is not re-determined.

SAP Cloud for Customer

1. Go to Sales WC > Leads
2. Create a new Lead for a non-existing account.
3. Click "Save and Open". The Territory is determined successfully.
4. Check the Territory determination under "Administrator > General Settings > Check Party determination"
5. Territory Determination Method will be 'Provided Automatically by Business Rule'.
6. Change e.g. the employee responsible or sales organization.
7. The Territory is deleted.
8. Save the Lead.
9. Territory is not redetermined.
10. Check the Territory determination under "Administrator > General Settings > Check Party determination"
11. Territory Determination Method is blank

The system is designed to re-evaluate the Territory when any information related to the Lead is updated.

However, if you change fields like the Sales Org. or Employee Responsible, the system treats this as a new Lead and re-assesses the Territory based on the updated details.

With the change of the information, the system can no longer rely on the previous territory assignment and must re-evaluate it. If the updated information doesn’t align with any existing territory rules, the territory will be deleted. 

After saving the changes, the system doesn’t re-determine the territory because it assumes the territory has already been assigned, which is why you see the "Territory Determination Method" field as blank.

This behavior is due to how the system handles Leads for Accounts that don't exist yet.

Unfortunately, the territory won't be reassigned unless the account is created

If your process often involves changing Leads with non-existing Accounts, we suggest automating territory re-determination or creating custom logic to trigger territory assignment when Lead data changes.

KBA , LOD-CRM-LM , Lead Management , Problem