SAP Knowledge Base Article - Public

2312432 - Assigned Ticket is not showing in My Work Tickets View for the User

Symptom

You have been assigned with a work ticket, but it is not showing in your My Work Tickets View

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Work Ticket View
  3. Select My Work Tickets View

You expect to see the tickets assigned, but it doesn't show up

Cause

In order for a ticket to be considered a work ticket, the 'Requires Work' indicator has to be set.
The Requires Work indicator in the Additional Information section on the Overview tab is the standard field i.e. the relevant field to identify work tickets.
Ideally the key user can remove the 'Requires Work' field from the Customer card (included in the Agent Workspace) as it's misleading and apparently the users are maintaining the wrong field as it is more correct to maintain in the Additional Information section.

Resolution

This is the system standard behavior.

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

 

Keywords

Ticket; Work Ticket; Appear; Requires Work; , KBA , AP-RC-BCT , Business Config. Tools (SAP Business ByDesign , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP HYBRIS C4C CORE all versions