SAP Knowledge Base Article - Public

2621766 - Customer Field Within Ticket Does Not Respect Access Restrictions


The Customer field within the ticket or in the  quick create does not respect the access restrictions set up in the system for accounts.


SAP Hybris Cloud for Customer

Reproducing the Issue

Option 1:

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open any Ticket OR click NEW.

Option 2:

Click the Tickets Quick Create icon (side bar, or click NEW).

You can have the option of three different Customer fields and each of them have different value help options.


By default only one Customer field is visible and the other two fields are hidden but can be made visible using Personalization or Edit Master Layout using the KUT. You can show/hide the fields via Adaptation using KUT (KUT represents the abbreviation for Key User Tool).

The Customer field maps to the value help Customer_OVS which does not respect the access context and shows all Customers (Account + Individual Customer).

The Account field maps to the value help Account_OVS which respects the access context based on the ACCOUNT WoC View and shows only Customers of type Account.

The Individual Customer field maps to the value help IndividualCustomer_OVS which respects access context based on INDIVIDUAL CUSTOMER WoC View and shows only Customers of type Individual Customer.


This is the expected system behaviour.


Ticket, Customer fields, Account, Individual Customer , KBA , ticket , customer fields , account , individual customer , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions