2626472 - Ticket Type of Sub-Ticket is Always Defaulted to Employee Support Ticket

SAP Knowledge Base Article - Public

2626472 - Ticket Type of Sub-Ticket is Always Defaulted to Employee Support Ticket

Symptom

You are trying to create a sub-ticket and could see that the ticket type always defaults to employee support ticket.

Reproducing the Issue

  1. Go to Tickets work center
  2. Select show all and find for ABC (where ABC is the ID of the ticket)
  3. Here the Ticket Type is Service Request
  4. Navigate to Sub-tickets view
  5. Select New

You see that the field Ticket Type is defaulted to Employee Support Ticket with warning Please enter a party with role Employee.

Cause

Customer Support: The customer care business package allows you to establish the processes and tools necessary to manage customer inquiries such as product problems, information requests, product handling questions, and pricing inquires.

Employee Support: The employee support business package allows you to establish the processes and tools necessary to manage employee inquiries such as human resources issues, information requests, IT support questions, and other inquiries.

These are two different processes. So, if both are assigned ,internal process outlined by the employee support gets more prioirty and hence ticket type employee support ticket is defaulted

Resolution

The logged in business user in his access rights for work center and view assignment should be assigned either Employee Support or Customer Support scenario.
In ideal cases, it is not expected in business that the same users performs both the operations.

This is the expected system behavior.

Keywords

Employee Support, Customer Support, Ticket type, default, Employee Support Ticket, Service Request , KBA , employee support , ticket type , customer support , access rights , work center and view assignment , business user , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer all versions