"Work Ticket With My Involvement" query filters only those Work Tickets where the logged in user's Involvement is seen.
SAP Cloud For Customer
Reproducing the Issue
Go to Service Work Center.
- Navigate to Tickets View.
- Select the Query ,"Work Ticket With My Involvement".
It is seen that no Work Tickets are Fetched.
All tickets in the system are of Type Employee Support but the above query works only for the Customer Support Tickets.
Kindly make sure that the Business User is assigned only with Customer Ticket Support View and not with Employee Ticket Support View.
- Tickets created should have "Requires Work" , checkbox enabled, so that they appear in the query results.
- Business User who is using this query needs to show their involvement in the ticket by assigning themselves to one of the Party Roles using Involved Parties Facet.
Work Ticket With My Involvement , Employee Support, Customer Support , Ticket Type, Requires Work, Involved Parties. , KBA , LOD-CRM-SRP , Service Request Processing , Problem