SAP Knowledge Base Article - Public

2806875 - Tickets Queries

Symptom

You would like to understand exactly what the Tickets queries mean.

Environment

SAP Cloud for Customer

Resolution

  • All Tickets:

Shows all tickets that the user has access to with no filter.

  • All Irrelevant Tickets:

Shows all tickets that have been set to Irrelevant and the user has access to.

  • My Tickets:

Shows all the tickets that the user is assigned to, that the user is the agent/ processor of.

  • My Team's Tickets:

Shows the tickets that are assigned to the Service and Support team the user is part of.

  • Tickets Assigned to Me:

Shows all tickets that the user is assigned to, that the user is the agent/ processor of and that are not Closed or Completed.

  • Tickets from Last 30 Days/ Last 7 Days:

Shows all tickets with creation date on the last 30/ 7 days that the user has access to.

  • Tickets I Created:

Shows all tickets created by the user.

  • Unassigned Tickets:

Shows all tickets that are not assigned to an agent.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications 1905