There is no tickets found, when search with customer's name in the owl of work ticket by using basic search.
SAP Cloud for Customer .
Reproducing the Issue
Go to the Service work center.
Go to the Work Tickets view and click on All Tickets.
You can see there exist ticket where customer name as XYZ (where XYZ represents the customer name).
Now in the basic search field, enter customer name XYZ and click on go button.
No records found.
Currently basic search of work tickets does not work with the customer name. As a workaround, you can search with customer name under the customer column filter option in OWL.
The search with customer name using basic search in the work ticket is enable with 1911 release.
Customer Name , Work Ticket , KBA , LOD-CRM-SRP , Service Request Processing , Problem
SAP Cloud for Customer add-ins 1908