SAP Knowledge Base Article - Public

2564061 - The Users Assigned to a Business Role Cannot View Some Ticket ID's

Symptom

The user assigned to a Business Role cannot view some Ticket ID's even though they are maintained in the Involved Parties facet of the Ticket ID's.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Customer work center.
  2. Go to the Accounts view.
  3. Open the Account ABC (ABC represents the Account ID).
  4. Note that the user is assigned as an Account Team member in the Account ABC.
  5. Go to the Tickets tab.
  6. The user cannot see all Tickets, even though he is assigned as an Involved Party in those Tickets.

Cause

For the Ticket object, only Organizational Unit, Employee or Territory based access restriction is available. The user has restricted Read and Right Access for Tickets with the Access Context: Service Unit. Therefore, if the user does not have access to the same Org as the Ticket, then this Ticket will not be visible for the user. This is the expected system behaviour.

Resolution

If the user expects to see all Tickets where they are assigned as an Involved Parties, this would be considered a new requirement.

Keywords

User, Accounts, Business Role, Team, Tickets, Involved Parties, Organizational Unit, Service Unit , KBA , , business role , accounts , user , tickets , involved parties , organizational unit , service unit , restricted , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions