SAP Knowledge Base Article - Public

2777265 - User Can See Tickets Assigned To Other Users

Symptom

User ABC (ABC represents the user name) is able to see tickets assigned to user XYZ (XYZ represents the user name).

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Logged in with user ABC, go to the Service work center.
  2. Go to the Tickets view.
  3. Restrict field Assigned To = user XYZ.
  4. Some tickets appear.

Cause

User ABC belongs to Org Unit 123 (123 represents the Org Unit ID), and can see the tickets assigned to him and the Org Unit.

All the tickets assigned to user XYZ have a third user DEF (DEF represents the user name) assigned as an involved party. User DEF was part of Org Unit 123, however this assignment was deleted on a past date.

In tickets, the Employee and his/her Org Unit is always written in the access context. After master data changes (for example: Org Unit, Product...), transaction data (for example: ticket) will not be updated automatically. When these tickets were created, since user DEF was part of Org Unit 123, all the tickets also have its access context. User ABC being part of Org unit 123, is also able to see those tickets.

Resolution

Any change made to the tickets re-determines the access context again, and the changed ticket will not be seen in user's ABC list. For example, adding an attachment to the ticket.

See Also

2583957 - User Always Has Access Right to Ticket Independent of Access Restriction Rules

2765281 - Access Restrictions for Service Technician Not Working

2343326 - Access Restrictions And Context For Ticket Work Center Views

Keywords

ticket ; access restrictions ; access context ; org unit , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions