SAP Knowledge Base Article - Public

2588332 - The Employee is Removed From the Assigned to Field When The Org Unit is Changed in a Ticket.

Symptom

The Employee is removed from the Assigned to field when the Org Unit is changed in a Ticket.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open Tickets ABC (ABC represents the Ticket ID).
  4. Select the Edit button.
  5. Change the Employee ID in the Assigned to field to Employee DEF (DEF represents Employee ID).
  6. The Service and Support Team field is automatically filled with the Employee DEF Primary Org unit.
  7. Now change the Organizational Unit to the Employees secondary Org Unit.
  8. The Employee DEF has been removed from the Assigned To field.

Cause

This is the expected system behaviour.

Resolution

When an Employee is entered in the Assigned to field, the system is designed to return only the Primary Org Unit of that Employee. One option could be to change the primary Org Unit of Employee DEF.

Keywords

Service, Tickets, Organizational Unit, Employees,  Assigned to, , KBA , employee , tickets , service , assigned to , organizational unit , LOD-LE-IBA-IPO , Installation Point , Problem

Product

SAP Cloud for Customer all versions