Control the assignment of service and support team on tickets in some scenarios

[janetlouw]

Hello SAP Community

We have a question and hope you can help us ?

We have the consistency check switched on between service and support team and assigned user on a service ticket. So far this has been the right configuration for us. However, now we have a requirement where in some instances we would want the service and support team assigned to be kept constant, we do not want the service and support team overwritten with the user's service and support team when a user assigns the ticket to themselves. Can we achieve this without changing the configuration (switching off the configuration) on consistency between service and support team and user ? Is there a way to stop the reassignment of the service and support team using CAS or using other configuration in specific scenarios? I saw a question of a person where they say the service and support team is not overwritten when the user is automatically assigned to the ticket:

https://answers.sap.com/questions/13066441/enable-consistency-check-of-user-with-team-when-th.html

We would consider using this route, i.e. assigning the user automatically in these instances where required and in this way keeping the service and support team constant, but are worried that this is a bug and will be changed by SAP in the future ?

Any suggestions?

Thanks very much.