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Jun 05, 2020 at 07:06 PM

Enable consistency check of user with team when the user is identified automatically by the system

504 Views Last edit Jun 08, 2020 at 02:26 PM 2 rev

Hello, SAP community,

I hope that you are having a wonderful Friday. I am facing a bit of an issue in achieving a function and hope that you can help me with this. What I am trying to achieve is to have a consistency check of users with teams when the user/ 'assigned to' field is auto-populated. This works based on configuration, but, only when the user is selected manually.

Issue details- When I create a new ticket, and fill in the service category, routing rule kicks in and populates the Team field (rule - 'x' service- put 'x' team). When the system recognizes that I am the user, it pre-fills ‘Assigned to’ but it does not overwrite the Team based on my department. Only when I manually fill in ‘assigned to’ field, it overwrites Team based on my department and works as I would expect it to when it fills automatically.

Pre-config- Current user is activated via the path:

1. Business Configuration》》Open the Activity》》Tickets for Customer Support》》"Maintain Involved Parties"》》Select "Processor" and click "Maintain Determination"(top)》》 Remove the Active Flag for Current user

2. And check between user and service and support team is enabled.

I tried creating a high priority rule that comes before service category one and says if I am manually creating a ticket and my department is ‘this’, assign ‘this’ team- Channel type’ Manual Data entry’, Employee Department ‘this’ and ‘Service and support team’ to be ‘this’, but this is not working. Any suggestions??

Thanks very much in advance