3747240 - Service and Support Team Cleared When Changing Fields

You notice that the Service and Support Team is removed when changing Fields ABC (Where ABC refers to Assigned to or Status Field)

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. Currently Assigned to field is empty
6. Now Change the Assigned to or Status field

Result: The Service and Support Team is removed.

• Configuration of the Service and Support Team is based on the rules and functional organization defined in the processor.
• If the customer configuration is based on channel ID, the Service and Support Team is assigned correctly when the ticket is created.
• However, if the customer deletes the source email from the ticket, the channel ID is removed.
• As a result, the rules are re-evaluated, and since the channel ID is no longer available, no rule is matched. Consequently, the Service and Support Team fields become empty when the customer attempts to save changes to the Assigned To or Status field. 

1. Do not delete the source email from the ticket, as it is required to retain the channel ID for proper rule evaluation.
2. Avoid using the channel ID for rule determination when the source email is deleted, as this results in the channel ID being removed and rules not being evaluated correctly.
3. Implement custom logic (PDI) for redetermination.

3643110 - Service and Support Team Redetermined When Scheduled Workflow Triggered - SAP for Me

3093116 - Empty E-mail Channel under Additional Information section of Service Ticket - SAP for Me

Service and Support Team, Channel, E-Mail , KBA , LOD-CRM-SC-EML , Email , Problem