SAP Knowledge Base Article - Public

2369623 - Ticket Type Defaults to Employee Support Ticket While Creating New Tickets in Service Workcenter

Symptom

Ticket Type defaults to Employee Support Ticket, even if we have defined the Document Types in Tickets for Customer Support and Tickets for Employee Support. You are not able to see any other drop-down options except Employee Support Ticket.

Environment

SAP Cloud for Customer/Service

Reproducing the Issue

  1. Go to the Service workcenter
  2. Go to the Tickets view
  3. Select the button New
  4. For the field Type, the system defaults to Employee Support Ticket
  5. Select the drop-down for Type
  6. Only Employee Support Ticket is available

Cause

User who is using Service work center should not have the Employee Support workcenter views assigned.

Resolution

Remove the Employee Support view under the Service workcenter from the affected user. User with only Service workcenter and workcenter views would see the correct Ticket Type in Ticket quick create.

When using Service scenario, the Employee Support workcenter view should not be assigned to User. Further, SAP Cloud for Customer application can be used to support both scenarios in the same system. The same Employee cannot support both scenarios at the same time.

If same Employee needs to support, 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, Service, Employee Support Ticket, Customer Support , KBA , ticket type , employee support ticket , customer support , AP-RC-BCT , Business Config. Tools (SAP Business ByDesign , How To

Product

SAP C4C CORE all versions ; SAP Cloud for Customer all versions