2541082 - How to Filter for Tickets of a Delegate

SAP Knowledge Base Article - Public

2541082 - How to Filter for Tickets of a Delegate

Symptom

You created a delegate and the delegate wants to filter for tickets assigned to you.

Reproducing the Issue

Prior to this employee AAA (AAA represents the employee ID) has been assigned as delegate for employee BBB.

  1. Go to Service work center.
  2. Go to the Tickets view.
  3. Select the drop-down menu to see the existing filter queries.

Result: The query My Tickets does not display the tickets of the delegate.

Cause

The delegate functionality is basically only allowing another employee to temporary see and access/edit the items from a different employee. The ownership of those items is not being transferred/reassigned. Therefore, employee AAA cannot see the tickets of employee BBB under the filter My Tickets.

Resolution

This is the expected system behaviour. As a workaround, you can create a new query using the Assigned To field:

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select All Tickets.
  4. Click on the advanced search icon.
  5. Enter the name of the delegate in the Assigned To field.
  6. Click on Go.
  7. Click on Save Query.
  8. Add new query name.
  9. Click on Apply.

 

Keywords

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

Product

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