2312432 - Assigned Ticket is not showing in My Work Tickets View for the User

You have been assigned with a work ticket, but it is not showing in your My Work Tickets View

SAP Cloud for Customer

1. Go to Service Work Center
2. Go to Work Ticket View
3. Select My Work Tickets View

You expect to see the tickets assigned, but it doesn't show up

In order for a ticket to be considered a work ticket, the 'Requires Work' indicator has to be set.
The Requires Work indicator in the Additional Information section on the Overview tab is the standard field i.e. the relevant field to identify work tickets.
Ideally the key user can remove the 'Requires Work' field from the Customer card (included in the Agent Workspace) as it's misleading and apparently the users are maintaining the wrong field as it is more correct to maintain in the Additional Information section.

This is the system standard behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

• SAP Service Cloud

Ticket; Work Ticket; Appear; Requires Work; , KBA , LOD-CRM-SRP , Service Request Processing , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions