2583957 - User Always Has Access Right to Ticket Independent of Access Restriction Rules

Symptom

User ABC (ABC represents the user name) is able to see tickets assigned to user XYZ (XYZ represents the user name).

Environment

SAP Cloud for Customer

Reproducing the Issue

Logged in with user ABC, go to the Service work center.
Go to the Tickets view.
Restrict field Assigned To = user XYZ.
Some tickets appear.

Cause

If a logged-on user is a part of the involved parties of a ticket in any of the below roles:

Processor.
Service Technician.
Partner contact.
Reporter.
Reported For (Employee in Employee Support Ticket**).

Those can be seen in the Involved Parties facet of the ticket, the user always has access to the ticket.

Resolution

**For HR usecases. If you have a scenario where the Employee of the Ticket is also an Agent (and therefore the person as an Agent should not see Tickets related to him/herself). You can create a sub-ticket and add a dummy Employee, and that should prevent the Agent to see Tickets related to his/her Employee record

This is the standard behavior of the system.

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:

Keywords

ticket, access right, party role , KBA , csg_q , LOD-CRM-SRP , Service Request Processing , How To

Product

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