2648793 - Access Restriction for Tickets Not Working

SAP Knowledge Base Article - Public

2648793 - Access Restriction for Tickets Not Working

Symptom

You have restricted User's XYZ (XYZ represents the User ID) access to Employee Support Tickets to based on Restriction Rule - 01 Service Units of Employee, however, the User is still able to see other Tickets that are not linked to its Service Unit.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Log in with User XYZ.
  2. Go to the Service work center.
  3. Go to the Employee Support view.
  4. See that there are many Tickets that can be seen that do not belong to User's XYZ Service Unit.

Cause

These Tickets are ownerless.

Resolution

Ownerless Tickets, for the Employee Support scenario, are Tickets that do not have:

  • A Reporter party.
  • An Agent party.
  • A Service and Support Team party.

Adding any of those parties should make the Ticket not visible anymore, considering the Service Unit of the Ticket XYZ.

Keywords

Employee Support ; Tickets ; Access Restriction ; Reporter ; Team ; Agent , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer all versions