SAP Knowledge Base Article - Public

2726960 - Ticket Templates overview list does not display correct number of entries

Symptom

Ticket Templates overview list does not display correct number of entries.

Environment

SAP Cloud for Customer / Service

Reproducing the Issue

  1. Log into the system with user ABC (ABC represents the name of the user).
  2. Go to the Service work center.
  3. Select the Templates view.
  4. Log into the system with user DEF (DEF represents the name of the user).

You can observe that depending on the logged on user the Ticket Templates overview list displays different amount of entries.

Cause

The logged on user doesn't have Administrator rights.

Resolution

The logic behind the Templates overview list query is as follows: if the logged in user doesn't have Administrator rights, then he can only see the templates that are either marked as corporate or are created by him.

Keywords

Tickets, Templates, Overview List, Service. , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions