SAP Knowledge Base Article - Public

2453958 - Work Ticket assigned to Service Technician is missing from My Work Tickets view

Symptom

You observe that a particular Work Ticket assigned to a Service Technician does not show up in his My Work Tickets view.

Reproducing the Issue

  1. Go to Service workcenter
  2. Navigate to Work Tickets view
  3. Launch My Work Tickets query from dropdown list
  4. You observe that a particular ticket assigned to this Service Technician is missing

Cause

There can be two possible reasons for this behavior:

  1. The service technician has not been assigned the Work Tickets view "COD_WORK_TICKET_WCVIEW" for his business role/business user. In this case, the service technician will not be able to see "Work Tickets" view on the system.
  2. If this is not the case and the service technician has been assigned the work tickets view, then it is possible that the particular ticket instance does not have the "Requires Work" field set to True during ticket creation.

Resolution

The 'Requires Work' indicator in the Additional Information section on the Overview tab of the ticket is the standard relevant field to identify work tickets. This field is set to true while creating the ticket by selecting the "Requires Work" checkbox or when the status of the ticket is set to 'Requires Work'.

See Also

Note: "Requires Work" is a read-only field and cannot be modified. It can only be set during the Ticket creation in TICKET QuickCreate screen.

Later, it is set when the Ticket status is set to 'Requires Work'. It cannot be directly modified.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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