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Removing the 'Assigned to' value in Agent Field once the ticket has been re-opened in SAP C4C.

Hi,

I would like to know if it's possible to remove the value assigned in the Agent field, once a completed ticket has been re-opened after the customer replies to the email thread sent from SAP C4C.

We want to remove the value in 'Assigned to' (Agent field) once a completed ticket has been re-opened, so the ticket will be returned to the teams queue and not on the specific agents queue.

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3 Answers

  • Best Answer
    Posted on Sep 07, 2018 at 06:54 AM

    Hi Nabil,

    By standard, this is not possible. However for your scenario, you can create a workflow as notification or e-mail to notify manager/who assigns tickets whenever ticket is reopened. You can also try for custom solution to remove Assigned To/Processor of the ticket.

    Regards,
    Sandeep

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  • Posted on Sep 07, 2018 at 07:30 AM

    Hi Sandeep,

    Thanks for the feedback. I will look into your advise with regards to re-opened tickets.

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  • Posted on Sep 07, 2018 at 08:17 AM

    Hi Nabil,

    I created a workflow rule:

    business object: ticket
    timing: on every save
    conditions: status (before object change) "completed", and customer update equal to "yes"
    rule type: field update
    field: Agent ID --> (blank)

    Maybe this helps.

    BR,
    Liivi

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