You noticed inconsistent/unexpected system behavior for a user that has both Employee Support and Customer Support scenarios assigned.
SAP Cloud for Customer
SAP Cloud for Customer can be used to support both Customer Support and Employee Support scenarios in the same system. However, user that supports both Employee Support and Customer Support scenarios should have two separate login users to work on each scenario separately.
It is not recommended for a user to have both Customer Support and Employee Support views/access rights assigned at the same time. Such configuration leads to inconsistencies within the system and for the users.
To resolve the inconsistencies, you need to separate the two scenarios and create business users who have either access to Customer Support or Employee Support.
If same user needs to support both scenarios, then two login users have to be created: one with Service related work center views/access rights and one with Employee Support related work center views/access rights.
2381978 - Customer Support and Employee Support Scenario Restrictions
2369623 - Ticket Type Defaults to Employee Support Ticket While Creating New Tickets in Service Workcenter
2626472 - Ticket Type of Sub-Ticket is Always Defaulted to Employee Support Ticket
2343326 - Access Restrictions And Context For Ticket Work Center Views
Blog series: Access Control Management
service request, ticket, employee support, customer support, access rights, access restrictions, work centre, view, restriction, business user, business role , KBA , LOD-CRM-SRP , Service Request Processing , Problem