SAP Knowledge Base Article - Public

2620732 - Ticket UI Have 3 Different Fields For Customer With Different Value Help Lists


In the Ticket UI, there are 3 different fields available for Customer: Customer, Account and Individual Customer. They all have different OVS (Object Value Search).


SAP Hybris Cloud For Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open Ticket ABC (ABC represents the ID of the Ticket) OR click New OR click New Ticket on the sidebar.
  4. Notice there are 3 different Customer fields: Customer, Account and Individual Customer. Each of them have different value help options.

Note: By default only one Customer field is visible and the other two are hidden. They can be made visible using Personalization or Edit Master Layout options, you can show/hide the fields via Adaptation using KUT.


  • The Customer field maps to the value help Customer_OVS which does not respect the access context and shows all Customers (Account + Individual Customer).
  • The Account field maps to the value help Account_SOVS which respects the access context based on the Account work centre view and shows only Customers of type Account.
  • The Individual Customer field maps to the value help IndividualCustomer_OVS which respects access context based on Individual Customer work centre view and shows only Customers of type Individual Customer.


This is expected system behaviour.


Ticket, Customer , KBA , LOD-CRM-ACC , Account , Problem


SAP Cloud for Customer add-ins 1802