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

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 Expected System Behavior.

Keywords

KBA , AP-RC-BCT , Business Config. Tools (SAP Business ByDesign , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711