SAP Knowledge Base Article - Public

3643759 - The first listed ticket checkbox remains selected after assigning multiple tickets to an agent via ticket list owl

Symptom

  • When multiple tickets are selected in Ticket OWL and assigned to an agent, the first listed ticket remains selected after the assignment process.
  • This behaviour occurs consistently and requires manual deselection of the remaining ticket checkbox to proceed with further activities.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service.
  2. Go to Tickets.
  3. Select multiple tickets checkbox and click on "More," then choose "Assign Agent."
  4. Assign the tickets to agent and save the changes.
  5. Observe that the first ticket in the list has the checkbox selected after the assignment process even though this Ticket was not part of the initial selection for assigning an agent.

Cause

The system is operating as designed. The behaviour of the first ticket in the ticket list remaining selected after assignment is expected and not a defect.

Resolution

This is the standard behaviour of the system.

A possible option is to check the SAP Cloud for Customer Customer Influence to submit an idea:

See Also

Refer to: SAP Note 2531650 - New Customer Request for Additional Feature or Function in SAP Standard Software

Keywords

ticket owl, assign agent, multiple tickets, one ticket remains selected, system limitation, expected behaviour, feature request, sap cloud for customer, ticket assignment, deselection issue , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions