2922088 - The Ticket Object Value Selector at the Customer Field Fetches Wrong Data

When using the Object Value Selector at field Customer in the Ticket TI, you can see restricted accounts, although restrictions have been set.

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SAP Cloud for Customer

1. Go to the Customer work center
2. Go to the Accounts view
3. Query ALL
4. Observe the count is ABC (ABC stands for the total count of the accounts)
5. Go to the Ticket work center
6. Open any ticket with status Open
7. Edit
8. Open the Object Value Selector at the Customer field
9. Observe the count is DEF (DEF stands for the total count of the accounts)
10. ABC is different to DEF, but it's expected to be the same

The ticket TI (/BYD_COD/ServiceOnDemand/Collaboration/COD_SR_TI. TI. component) is delivered with 3 different input fields for the customer selection:

1. Label "Customer" (the field is currently visible in your system) with object value selector /BYD_COD/ServiceOnDemand/AgentQueue/Customer_OVS. OVS. component. This object value selector does currently not honor customer/account instance restrictions

2. Label "Account" (personalization hidden) with object value selector /BYD_COD/SalesOnDemand/Account/UI/COD_Account_SOVS. OVS. component. This object value selector does honor the customer/account instance restrictions

3. Label "Individual Customer" (personalization hidden) with object value selector /BYD_COD/ServiceOnDemand/AgentQueue/Individual_Customer_OVS. OVS. component. This object value selector does currently not honor customer/account instance restrictions

If you want to have an instance restriction in this field you have to make the field '2' visible via KUT and hide the field '1'.

Object Value Selector, Ticket OVS, Account OVS, Account restrictions, Ticket Restrictions , KBA , LOD-CRM-ACC , Account , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2002