2585173 - Ticket UI’s Have Three Different Fields For Customer With Different Value Lists

In the Ticket UI there are three different fields available for Customer which each have different OVS (object value search).

SAP Cloud for Customer

Scenario A:

• Go to the Service work center.
• Go to the Tickets view.
• Open any existing ticket.

Scenario B:

• Click on the Tickets Quick Create option (in the side bar, or click New).

Result:

There are three different fields available for Customer which each have different value help options.

- The Customer field maps to the value help Customer_OVS which does not respect the access context and shows all Customers (Account and Individual Customer).

- The Account field maps to the value help Account_OVS which respects the access context based on the ACCOUNT WoC (work centre) View and shows only Customers of type Account.

- The Individual Customer field maps to the value help IndividualCustomer_OVS which respects access context based on INDIVIDUAL CUSTOMER WoC View and shows only Customers of type Individual Customer.

Please note:

By default only one Customer field is visible and the other two fields are hidden. You can show/hide these fields using Personalization or Adaptation.

This is the system design behavior.

[Enter your See Also here...]

Customer fields; Account fields; individual customer; object value search; value help; , KBA , 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 all versions