SAP Knowledge Base Article - Public

2753604 - It is not Possible to Hide the Redetermine Option in the Involved Parties Facet of Ticket


You can not disable the determination option in ticket's involved parties using edit master layout.


SAP Cloud for Customer.

Reproducing the Issue

  1. Logon in your system in RUI.
  2. Click on the option Open Layout in HTML5
  3. Select Adapt ->Edit Master Layout .
  4. Go to the Service work center.
  5. Go to the Tickets view.
  6. Search for ticket XYZ (where XYZrepresents the Ticket id) and open it.
  7. Go to the Involved Parties facet.
  8. Click on the wheel icon, you will see there are options as Redetermine Completely and Redetermine Keeping the Manual Changes.
  9. Put your cursor over them.
  10. You can see there is no option to make this two options as hiden/invisible.


We do not allow to hide the redetermine option using adaptation .


You can not hide the option, but you can exclude particular party role from redetermining base on the fine tune activity configuration.

  1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects and click on Open Activity List.
  3. Search and open Fine Tune activity name Tickets for Customer Support/Tickets for Employee Support.
  4. Click on the hyperlink Maintain Involved Parties.
  5. In the involved parties screen, you can select the specific party role and can exclude it under the column name Realignment.
  6. Once excluded, this specific party role will not be consider for redetermination under involved parties facet of ticket XYZ.


Ticket's Involved Parties , Edit Master Layout , Realignment , Exclude , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins 1902 ; SAP Cloud for Customer add-ins 1905