2861838 - Agent Field Shows All Possible Agents instead of the Ones Assigned to Service and Support Team

You are using the value help of the Agents field inside a Ticket and notices that all Employee records are shown instead of filtering based on the assigned Service and Support Team.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID XYZ (XYZ represents the ID of the Ticket).
4. Check and make sure that is a Service and Support Team assigned.
5. Click on the value help (double square icon) for Agent.
6. All Employee are shown. Expectation is to have the results filtered based on the Team assigned.

You have the wrong Query assigned as default for the field.

To change the Query:

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID XYZ (XYZ represents the ID of the Ticket).
4. Click on the value help (double square icon) for Agent.
5. Click on the Funnel Icon to open the Advanced Search.
6. Click on Organize Queries.
7. Mark the Query Assigned to Department as default.
8. Save.
9. It should now filter the Employees based on the Service and Support Team assigned.

Query ; Agent : Employees ; Filter ; Ticket : Department ; Service and Support Team ; Organize Queries ; Advanced Search ; Fiori ; RUI ; Org Structure ; , KBA , LOD-CRM-SRP , Service Request Processing , How To