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

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 Hybris Cloud for Customer

Reproducing the Issue

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

Only Employee Support Ticket is available.

Cause

User who is doing Customer Service must not have the Employee Support workcenter views assigned.

Resolution

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

When using Customer Service scenario, the Employee Support workcenter view should not be assigned to User. Further, C4C application can be used to support both scenarios in the same system. The only limitation is that 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 Customer Service related workcenter views and one with Employee Support related workcenter views.

Keywords

Employee Support, Customer Support, Employee Support Ticket , KBA , ticket type , employee support ticket , customer support , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer all versions ; SAP LE APPL.PLATFORM 1708