3788263 - Agent placeholder in Workflow Rules

Clarification is required regarding the source of the Agent placeholder available in Workflow Rules for Service Tickets. It is unclear which Service Ticket field is represented when the placeholder is used in Workflow conditions, notifications, or actions.

SAP Cloud for Customer

The Agent placeholder corresponds to the Assigned To field of the Service Ticket. The Assigned To field is bound to:

• /Root/ProcessorPartyIDShow more lines

While the following placeholder code is shown for the Agent field:

• PROCESSOR_PARTY_NAME | PARTY_FORMATTED_NAME - Agent

Based on the field binding and placeholder code, it can be confirmed that the Agent placeholder in Workflow Rules represents the Assigned To field of the Service Ticket.

C4C, ticket, service, placeholder, place holder, agent, assigned to, workflow rule, wkf, processor, party id, party, processor party , KBA , LOD-CRM-WKF , Workflow , Problem

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