2556030 - Customer and Individual Customer Field not Shown in Tickets

SAP Knowledge Base Article - Public

2556030 - Customer and Individual Customer Field not Shown in Tickets

Symptom

While creating Tickets, Customer and Individual Customer field is not shown.

Environment

HTML5 & RUI

Reproducing the Issue

  1. Goto Service Work Center.
  2. Click on Tickets view.
  3. Then Click on New.

You dont see Customer and Individual Customer field. And this is not available to add in master layout.

Cause

Employee Support is scoped along with Customer Service and if a business role is assigned with Tickets view, then Customer and Individual Customer will not show as expectedly.

Resolution

If Customer / Individual Customer is to be shown, for your Business Role, remove Employee Support access.

  1. Go to Administrator.
  2. Click on Business Users under user.
  3. Enter relevant user.
  4. Edit -> Access Rights.
  5. Click on relevant business role and then View All.
  6. Under Work Center and View Assignment, remove employee support access.

Keywords

Customer field, Individual Customer , Tickets QC, Tickets quick create, Employee Support , KBA , customer field , individual customer , tickets qc , tickets quick create , employee support , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711