SAP Knowledge Base Article - Public

2626453 - Service Technician Shows Service Agents And Employees

Symptom

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

Environment

SAP Cloud for Customer

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.

Cause

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.

Resolution

This is the system expected behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

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

Product

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