2541082 - How to Filter for Tickets of a Delegate

You created a delegate and the delegate wants to filter for tickets assigned to you.

SAP Cloud for Customer

Prior to this employee AAA (AAA represents the employee ID) has been assigned as delegate for employee BBB.

1. Go to Service work center.
2. Go to the Tickets view.
3. Select the drop-down menu to see the existing filter queries.

Result: The query My Tickets does not display the tickets of the delegate.

The delegate functionality is basically only allowing another employee to temporary see and access/edit the items from a different employee. The ownership of those items is not being transferred/reassigned. Therefore, employee AAA cannot see the tickets of employee BBB under the filter My Tickets.

This is the expected system behaviour. As a workaround, you can create a new query using the Assigned To field:

1. Go to the Service work center.
2. Go to the Tickets view.
3. Select All Tickets.
4. Click on the advanced search icon.
5. Enter the name of the delegate in the Assigned To field.
6. Click on Go.
7. Click on Save Query.
8. Add new query name.
9. Click on Apply.

Help Portal Article - Create Employee Delegates

Access Rights, Day off ; Employee ; Delegate ; Substitution ; Subs ; Replace ; , KBA , LOD-CRM-EMP , Employee , How To