SAP Knowledge Base Article - Public

2626453 - Service Technician Shows Service Agents And Employees


When using the Help Value button to search for Service Technicians you are able to find Service Agents and Employees.


SAP Hybris Cloud for Customer 1802/03.

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Go to the Service and Repair facet.
  4. Click on Edit.
  5. Select the Help Value button for the Service Technician field.
  6. Service Agents and Employees will appear in the list.


The field Service Technician will show both values. This was designed in order to allow the company to assign internal and external employees (third party) to the Tickets.


This is the expected behavior for the Service and Repair scenario. In case you have a request for a different behavior, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by the Cloud Service Center on .

You can contact the Cloud Service Center as follows:

  1. If you are a partner: please use or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Customer Influencer Site to submit an idea:


Service Technician, Service Agent, Tickets, Service and Repair. , KBA , LOD-CRM-SRP , Service Request Processing , How To


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