SAP Knowledge Base Article - Public

2583957 - User Always Has Access Right to Ticket Independent of Access Restriction Rules

Symptom

User ABC (ABC represents the user name) is able to see tickets assigned to user XYZ (XYZ represents the user name).

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Logged in with user ABC, go to the Service work center.
  2. Go to the Tickets view.
  3. Restrict field Assigned To = user XYZ.
  4. Some tickets appear.

Cause

If a logged-on user is a part of the involved parties of a ticket in any of the below roles:

  • Processor.
  • Service Technician.
  • Partner contact.
  • Reporter.
  • Reported For (Employee in Employee Support Ticket).

Those can be seen in the Involved Parties facet of the ticket, the user always has access to the ticket.

Resolution

This is the standard behavior of the system.
 
If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center . You can contact Cloud Service Center as follows:
1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of SAP Application Development site , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

See Also

2470851 - Unauthorized User is Able to Edit Tickets

2343326 - Access Restrictions And Context For Ticket Work Center Views

2777265 - User Can See Tickets Assigned To Other Users

2765281 - Access Restrictions for Service Technician Not Working

Keywords

ticket, access right, party role , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions