2570876 - Service Agent Cannot Assign a Territory in the Ticket Header

A service agent or similar user is processing a Ticket but cannot find any territories in the Territory field's value help.

The same might happen for a user who wants to edit the Territory field on the Account header, for example.

SAP Cloud for Customer

In our example we are looking at the Ticket BO, however, the same can be true for other views. 

1. Login with the user User01 (User01 stands for the relevant user or service agent).
2. Go to the Service workcenter.
3. Go to the Tickets view.
4. Open any Ticket and click Edit.
5. In the Ticket header, click the value help for Territories.

Result: no territories are listed.

Since the 1711 release, the territory field on the Ticket BO uses the territory instances of the workcenter view Territories in the Service workcenter. The user User01 does not have this view assigned and they therefore cannot find territories in the Territory field value selection.

To make the territories available for the user to select:

1. Go to the Administrator workcenter.
2. Go to the General Settings view.
3. Under the Users section, select Business Roles.
4. Find the relevant business role.
5. Go to the Workcenter and View Assignment tab.
6. Assign the workcenter view COD_TERRITORY_WCVIEW to the role.

NOTE: The work center view  COD_TERRITORY_WCVIEW will be available under Sales and Service workcenters. To have the field available in the Ticket header Territory field, you need to select the one under the Service workcenter.

If you do not want the user to have access to the Territory view itself, you can use the function 'Organize Work Centers and Work Center Views'. This is also situated in the Administrator work centre on the General Settings view under the Users section.

SAP Help Portal: Organize Work Centers and Work Center Views

territories, ticket, business role, access restriction , KBA , ticket , search , territory , LOD-CRM-SRP , Service Request Processing , LOD-CRM-ACC , Account , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2102 ; SAP Cloud for Customer core applications 2105