SAP Knowledge Base Article - Public

2659942 - A Ticket Assigned to an Employee is Not Displayed in The Ticket Facet of The Employee

Symptom

The Ticket facet of an Employee does not display any results, although the Employee is linked to multiple Tickets.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the Ticket ID).
  4. Switch to the Involved Parties facet.
  5. Select the hyperlink of Employee XYZ (XYZ represents the Employee name), who is maintained for one of the Involved Parties (eg Employee Responsible).
  6. Switch to the Tickets facet.

No Tickets are displayed in the facet, although the Employee is linked to multiple Tickets.

Cause

The Tickets facet of an Employee does not display all the Tickets, the Employee is assigned to as an Involved Party.

This facet only shows the Employee Support Tickets that were reported by this User.

Resolution

This is the standard system behaviour in SAP Hybris Cloud for Customer.

Keywords

Employee Ticket Involed Party Processor Employee Responsible Empty No Results , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions