3708593 - Assigned To person disappears when using Assign to Team button

When using the "Assign to Team" functionality for Tickets, the 'Assigned To' field clears the person previously assigned.

SAP Cloud for Customer

1. Go to Service > Tickets
2. Search for the desired ID.
3. From the OWL, select the Ticket and click on More > Assign to Team.
4. Select the desired Team.
5. Click OK.
6. The "Assigned To" person is unassigned from the Ticket.

By default, the assigned Agent gets removed if the Service and Support Team is changed via the Action "Assign to Team" option within the Ticket. Otherwise the Agent will be kept in the Ticket.

This is the system standard behavior.

If it is desired to prevent the Agent from being unassigned when using "Assign to Team" option, then please check with an Implementation Partner to create a PDI solution which either maintains the same person or re-assign a new one when using this functionality.

Implementation Partner

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