SAP Knowledge Base Article - Public

2626472 - Ticket Type of Sub-Ticket is Always Defaulted to Employee Support Ticket

Symptom

You are trying to create a sub-ticket but can see that the Ticket Type always defaults to Employee Support Ticket with warning "Please enter a party with role Employee".

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select show all and find ticket ABC (where ABC is the ID of the ticket).
  4. Here the Ticket Type is Service Request.
  5. Navigate to the Sub-tickets view.
  6. Select New.

You see that the field Ticket Type is defaulted to Employee Support Ticket with warning "Please enter a party with role Employee".

Cause

Customer Support: The customer care business package allows you to establish the processes and tools necessary to manage customer inquiries such as product problems, information requests, product handling questions, and pricing inquires.

Employee Support: The employee support business package allows you to establish the processes and tools necessary to manage employee inquiries such as human resources issues, information requests, IT support questions, and other inquiries.

These are two different processes. So, if both are assigned, internal process outlined by the employee support gets more priority and hence ticket type employee support ticket is defaulted

Resolution

The logged in business user with access rights for work center and view assignment should be assigned either Employee Support or Customer Support scenario. In ideal cases, it is not expected in business that the same users perform both the operations.

Note:

If same Employee needs to support both scenario, then two login users have to be created, one with Service related workcenter views and one with Employee Support related workcenter views.

Keywords

Employee Support;Customer Support;Ticket type, default;Employee Support Ticket;Service Request;Please enter a party with role Employee; , KBA , employee support , customer support , access rights , business user , work center and view assignment , ticket type , LOD-CRM-SRP , Service Request Processing , How To

Product

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