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

[Former Member]

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

[AnkushPashine]

Hello Risa,

## 1. For the processor/agent to determine as Current User, the configuration should be :-

Go to Business Configuration work center ->Open Activity List ->Tickets for Customer Support
->Maintain Involved Parties ->select 'Processor' ->Maintain Determination.

=>select the option "Current User".

Note :If you also select the step i.e. "Use Rules for Processor" along with "Current User"
- Then Current User will NOT determine .So, if you need processor determination base on the
current user, the rule base determination should NOT be selected.

## 2. To determine the 'Service and Support Team' base on routing rule condition - it should
satisfy 2 below pre-requisite.

1st pre-requisite :Go to Business Configuration work center ->Open Activity List ->Tickets for Customer Support ->Maintain Involved Parties ->select 'Service and Support Team' ->Maintain Determination.

=>Select "Use Rules for Service Technician Team" option.

2nd pre-requisite :Go to Administrator work center->Service and Social ->Ticket Routing Rules
by Organization or Territory

=>Here, you needs to maintain the conditions base on which it should determine the 'Team'.

Hope this helps !!

Thanks and Regards,
Ankush Pashine.

[Former Member]

Thanks Ankush for your response.

The configuration you mentioned is implemented in the system. However, what I am trying to achieve is still not working.

In simple words what I want is-- when the current user is automatically identified by the system and filled in into the 'Assigned to' field. I want the system to simultaneously/ automatically populate 'Team' field as well, based on the department of that agent.

This works when I fill in the assigned to field manually but doesn't work when is identified automatically. Where can I add the configuration to make this happen?

I hope this clarifies the pain point. Thanks again