SAP Knowledge Base Article - Public

2587456 - An Expired Service Agent is Still Visible in the Value Help of Account's Owner

Symptom

An expired Service Agent is still visible in the value help of account's owner field.

Reproducing the Issue

  1. Go to the Administrators work center.
  2. Go to the General Settings view and click on hyperlink Business Users.
  3. Select All Business Users from drop-down option and search with User ID ABC (where ABC is the Service Agent,whose validity is already expired).
  4. Go to the Customers work center.
  5. Go to the Accounts view and open Account LMN( where LMN is account name).
  6. Edit account LMN and click on the Edit button.
  7. In the Owner field, click on the value help and search with Id ABC .

You will see record for user ABC is still visible, though service agent is already expire.

Cause

The validity within the Business User UI refers to the User of the Service Agent.

If the user itself should not be available anymore as Owner, than please go to the Service Agent UI of the Business Partner Work center and change the Status of the Service Agent to Obsolete.

Resolution

  1. Go to the Business Partners work center.
  2. Go to the Service Agents view.
  3. Select All Service Agents from the drop-down option and search with the service agent id ABC.
  4. Change the status to Obsolete.

Now, this User ABC will not be visible in the value help of account's owner field.

Keywords

Expired Service Agent, Obsolete Status , Account Owner , KBA , change status to obsolete , account owner value help , expired service agent , LOD-CRM-ACC , Account , Problem

Product

SAP Cloud for Customer add-ins all versions