2672749 - The Filter Assigned to Employee Returns Different Results For The Service And Support Team And The Service Technician Team in Tickets

The Filter Assigned to Employee returns different results for the Service and Support Team and the Service Technician Team in Tickets.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open the Ticket ABC (ABC represents the Ticket ID).
4. Select the Edit button.
5. Open the Value Help for the field Service and Support Team.
6. Select the Assigned to Employee Filter.
7. Review the results.
8. Open the Value Help for the field Service Technician Team.
9. Select the Assigned to Employee Filter.
10. Review the results.

The results for the mentioned filter are different for the two fields.

The Filter 'Assigned to Employee' in the field Service and Support Team displays the Teams that are assigned to the Agent / Employee Responsible maintained in the Ticket.

The Filter 'Assigned to Employee' in the field Service Technician Team displays the Teams that are assigned to the Service Technician maintained in the Ticket.

This is the standard system behaviour in SAP Cloud for Customer.

Service and Support Team, Service Technician Team, Tickets, Assigned to Employee, Filter, Results, Query, Value Help , KBA , LOD-CRM-SRP , Service Request Processing , Problem

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