Assigning to tickets to the last processor of the ticket

[Serhii4]

I have located a setting in SAP C4C under the following path:
Implementation Projects -> Edit Project Scope -> Questions -> Service -> Customer Care -> Service Request Management.

The specific setting is "Assigning tickets to the last processor of the ticket" (Enable automatic processor assignment to the logged-in user when the logged-in user responds to the ticket which is unassigned).

Based on the description, this setting seems to meet my requirements. However, I am unable to find any detailed information on how this functionality works and how to properly configure it.

[AnkushPashine]

Hello,

PATH:BUSINESS CONFIGURATION > EDIT PROJECT SCOPE QUESTIONS > SERVICE > CUSTOMER CARE > SERVICE RERQUEST MANAGEMENT

1. In what business scenario, this scoping question makes sense?

• If you want to assign an unassigned ticket to the logged in user who responds to (reply in interactions) the ticket.

2. What effect/consequence scoping this would have to the UI.

When the logged in user responds to ticket (reply an email or compose a new email or add a portal post in this ticket, then:

• The user is the last changed by user of the ticket.
• The user is the processor (assigned to) of the ticket.

3. System behaviour once this is selected

• If the ticket already has an agent assigned, the system will not reassign it to the current user.
• Only editing tickets e.g. adding notes or changing fields without reply to customer will not trigger this user assignment

***Note: We do not have any help center document with details, specific to this scoping question .

Hope this helps - If Yes, do mark it as answered.

Thanks and Regards,

Ankush Pashine