SAP Knowledge Base Article - Public

2534688 - Survey in a Ticket Shows All Registered Products For The Account

Symptom

You have created a Survey of type Registered Product. You have also created an Activity Plan/Rule to add this Survey to a Ticket.

Reproducing the Issue

Prerequisites:

You have created an Activity Plan/Rule to add a Survey of Type Registered Product to a Ticket.

  1. Go to the Service work center.
  2. Go to the Ticket view.
  3. Search for Ticket XYZ (XYZ represents the Ticket ID).
  4. Open the Ticket.
  5. Move to the Survey Facet.
  6. Open the Survey displayed.
  7. Observe the results.

You notice that not only are the Registered Products from the Ticket in the Survey, but the Registered Products from the Account also.

 

Cause

This is standard system behaviour.

Resolution

A survey of type Registered Product fetches the Registered Products based on the associated Account/Customer.

At the time of addition of the Survey to the Service Ticket, it first determines the Account/Customer of the Ticket and then fetches the Registered Products of that Account/Customer.

You can cross check this by navigating to the Account/Customer of the Service Ticket and then check the Registered Product where the Acccount/Customer is the owner of it or is a custodian of that Registered Product.

If the Account/Customer is associated to a Registered Product by any other means E.G via involved parties, but is not the owner/custodian of the Registered Product then the Survey will not consider that Registered Product.

This is system design.

Keywords

KBA , LOD-CRM-ACC , Account , How To

Product

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