SAP Knowledge Base Article - Public

2483464 - When Creating a New Ticket, User Can Select Accounts Owned By Other Employees


When creating a new Ticket, User can select accounts owned by other employees, even though you have maintained the proper access restrictions for Accounts.

Reproducing the Issue

  1. Open Service Work Center.
  2. Go to Tickets View.
  3. Click on New.
  4. Select a customer on Customer field - You are able to view customers owned by other employees.


Access restrictions for Accounts do not affect the field Customer, even though the field searches for Accounts.


In order for the access restrictions to take place in the customer selection, you will need to change the field Customer to Account.

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Click on New.
  4. On HTML5, Click on Adapt.
  5. Click on Edit Master Layout.
  6. Remove Customer field.
  7. Add field Account.

This way, the access restrictions set to limit the Accounts are applied to the field.


KBA , LOD-CRM-EMP , Employee , How To


SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1711 ; SAP LE APPL.PLATFORM 1705 ; SAP LE APPL.PLATFORM 1708