SAP Knowledge Base Article - Public

2672749 - The Filter Assigned to Employee Returns Different Results For The Service And Support Team And The Service Technician Team in Tickets

Symptom

The Filter Assigned to Employee returns different results for the Service and Support Team and the Service Technician Team in 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. Select the Edit button.
  5. Open the Value Help for the field Service and Support Team.
  6. Select the Assigned to Employee Filter.
  7. Review the results.
  8. Open the Value Help for the field Service Technician Team.
  9. Select the Assigned to Employee Filter.
  10. Review the results.

The results for the mentioned filter are are different for the two fields.

Cause

The Filter Assigned to Employee in the field Service and Support Team displays the Teams that are assigned to the Agent / Employee Responsible maintained in the Ticket.

The Filter Assigned to Employee in the field Service Technician Team displays the Teams that are assigned to the Service Technician maintained in the Ticket.

Resolution

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

Keywords

Service and Support Team Service Technician Team Tickets Assigned to Employee Filter Results Different Difference , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1808