SAP Knowledge Base Article - Public

2556030 - Employee, Customer, Account and Individual Customer Field not Shown in Tickets Quick Create

Symptom

While creating Tickets, either Customer, Account and Individual Customer fields are not shown or Employee field is not shown

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center.
  2. Click on Tickets view.
  3. Then Click on New.

You dont see either Customer, Account and Individual Customer field or Employee. And this is not visible even if you make it visible via adaptation

Cause

Scenario 1:

Employee Support is scoped along with Customer Service and if a business role is assigned with Tickets view, then Customer, account and Individual Customer will not be visible

Scenario 2:

Customer Support related Ticket type is selected along with user does not have Employee Support access, hence Employee Field is not visible

Resolution

Scenario 1:

If Customer, Account / Individual Customer field to be shown for your Business Role, remove Employee Support access.

  1. Go to Administrator.
  2. Click on Business Users under user.
  3. Enter relevant user.
  4. Edit -> Access Rights.
  5. Click on relevant business role and then View All.
  6. Under Work Center and View Assignment, remove employee support access

Scenario 2:

If Employee field to be shown for your Business Role, add Employee Support access.

  1. Go to Administrator.
  2. Click on Business Users under user.
  3. Enter relevant user.
  4. Edit -> Access Rights.
  5. Click on relevant business role and then View All.
  6. Under Work Center and View Assignment, add employee support access

Keywords

Customer field, Individual Customer , Tickets QC, Tickets quick create, Employee Support, Employee , KBA , customer field , individual customer , tickets qc , tickets quick create , employee support , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions