SAP Knowledge Base Article - Public

2654936 - Sales Unit Party Not Available to Be Added to Ticket

Symptom

You went to the Involved Parties tab of a Ticket and cannot find the Sales Unit party to be selected as Role when clicking on Add.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents the ID of the Ticket).
  4. Go to the Involved Parties tab.
  5. Click on Add and expand the dropdown for the field Role.
  6. See that the Sales Unit option is not available.

Cause

The Ticket XYZ is of type Employee Support.

Resolution

This is the system expected behavior.

The Sales Unit party is only available for the Customer Support scenario, as this involves a sales transaction. Other parties such as Ship-To and Bill-To are also available for this scenario only.

If you would like to have Sales Unit for the Employee Support scenario, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Ticket ; Sales Unit ; Customer Support ; Employee Support ; Involved Parties ; Party Determination , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions