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:
See Also
2470851 - Unauthorized User is Able to Edit Tickets
2343326 - Access Restrictions And Context For Ticket Work Center Views
2777265 - User Can See Tickets Assigned To Other Users
2765281 - Access Restrictions for Service Technician Not Working
Keywords
ticket, access right, party role , KBA , csg_q , LOD-CRM-SRP , Service Request Processing , How To