3722552 - Form variant condition order not respected in SAP service cloud version 2

• Form variant conditions are not evaluated as expected.
• Users with both "agent" and "supervisor" roles are receiving the "supervisor" variant instead of the "agent" variant, even though the "agent" variant is listed first and exposes more fields.

SAP Service Cloud Version 2

1. Go to Settings.
2. Navigate to Users.
3. Assign the user to roles e.g "Agent" and "Supervisor".
4. Access Self Service.
5. Create a Case.
6. Observe the form appears.
7. Note that the determination rule configured for roles does not work and the default variant is displayed instead.

• The form variant condition is case sensitive.

• Update the variant condition to match the exact role name.

form variant, condition order, agent variant, supervisor variant, case sensitive, role determination, SAP service cloud version 2, form configuration, variant precedence, HRSS_AGENT, HRSS_Agent, default variant, determination rule, SCV2 , KBA , CEC-CRM-FORM , SCV2 and ESM support for Forms , Problem