3021981 - Ticket Access Restriction Based on Service Category or Catalog

You would like to restrict the ticket access based on specific service categories or catalogs.

SAP Cloud for Customer

At the moment, it is not possible via access restrictions in the system, being a new requirement for the system.

A possible approach would be to create a custom query in the ticket OWL, using the specific categories / catalogs as a filter parameter, following the steps below:

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open the Advanced Search.
4. Filter for a specific service category.
5. Click Save Query or Save Query As

Once the query is created, you may assign it to your business role by creating a layout which hides all additional queries, leaving the specific service category query available, which would make sure that the user with that business role would have access to the tickets related to that service category only, as this would be the only filter available.

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