3643110 - Service and Support Team Redetermined When Scheduled Workflow Triggered

When Scheduled Workflow Rule is triggered on a ticket, the Service and Support Team is removed.

SAP Cloud for Customer

1. Go to the Service work center
2. Go to the Ticket work center view
3. Click Create a new ticket 123 (Where 123 refers to the Ticket ID)
4. On the newly created ticket, Service and Support Team is determined
5. A scheduled workflow is triggered for the ticket 123

Result: The Service and Support Team is removed.

Configuration of Service and Support Team is based on the Rule and Functional organization of the processor.

When the scheduled workflow rule is triggered, a redetermination of parties takes place. 

1. The rule-based determination fails because no rules are matched
2. The Functional organization of the processor also fails because the processor is the technical user (scheduled workflow rule), not a business user

As a result, the Service and Support Team is not determined and it is blank.

Maintain appropriate rules for determination in the Ticket Routing Rules, or implement custom logic (PDI) for redetermination.

service and support team, workflow, clear, remove, delete, redetermination , KBA , LOD-CRM-SRP , Service Request Processing , Problem