SAP Knowledge Base Article - Public

2795953 - Access Restriction Are Not Considered For Depersonalized Tickets

Symptom

Depersonalized Tickets are visible to all users in the system and Access Restrictions are not considered.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

Pre-Requisite:

User ABC (ABC represents the User ID) does not have the necessary access rights to view or edit Ticket 123 (123 represents the Ticket ID).

  1. Logon as Admin user.
  2. Go to the Service work center.
  3. Select the Tickets view.
  4. Find Ticket 123, which has the status Closed.
  5. Select the Ticket.
  6. Select the Actions button.
  7. Select the Action Depersonalize.
  8. Confirm the Action.
  9. Log in to the tenant with user ABC.
  10. Go to the Service work center.
  11. Select the Tickets view.

User ABC can see Ticket 123.

Cause

When you depersonalize a ticket, the system anonymizes all the personal information associated with it. All references within the ticket are removed. Hence, when you open a ticket after depersonalization, you will not see any information related to the contact, customer, or employee associated with the ticket.

As the data is removed from the ticket, the access restrictions are no longer taken into account: there is no data maintained and the system cannot check restrictions.

Therefore the users see the ticket, but no information is being displayed and since the ticket is closed, no action can be taken.

Resolution

This is the standard system behaviour.

Keywords

Depersonalize Depersonalized Depersonalise Depersonaize Ticket Access Rights Restrictions Visible , KBA , AP-LM-SUP-ES , Embedded Support , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions