3595299 - Customer field from Tickets is not updated via Workflow Rule

A Workflow Rule was created to update or assign the Customer field in Tickets. However, although the rule is executed, the Customer is not updated.

SAP Cloud for Customer

1. Go to Service > Tickets.
2. Open the desired Ticket.
3. See Customer ID field still has the old value (customer) assigned instead of the expected one.

The 'End Customer ID' is a field displayed in Involved Parties tab for Tickets. Which means this is a different field from 'Customer ID' displayed in Overview facet.

Hence, the update via the Workflow can be seen in the Involved Parties tab of the Ticket for the 'End Customer' party role. But not on the Overview which displays the Account/Individual Customer fields.

This is the expected system behavior. 

However, if it is still desired the 'Customer ID' field from Overview to be changed via WKF rule, then please check with an Implementation Partner to develop a PDI that performs such update. 

updating, assigning, changing, changed, updates, assigns , KBA , LOD-CRM-WKF , Workflow , LOD-LE-RC-PAP , Party Processing , LOD-CRM-SRP , Service Request Processing , Problem