SAP Knowledge Base Article - Public

3021981 - Ticket Access Restriction Based on Service Category or Catalog

Symptom

You would like to restrict the ticket access based on specific service categories or catalogs.

Environment

SAP Cloud for Customer

Cause

At the moment, it is not possible via access restrictions in the system, being a new requirement for the system.

Resolution

A possible approach would be to create a custom query in the ticket OWL, using the specific categories / catalogs as a filter parameter, following the steps below:

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open the Advanced Search.
  4. Filter for a specific service category.
  5. Click Save Query or Save Query As

Once the query is created, you may assign it to your business role by creating a layout which hides all additional queries, leaving the specific service category query available, which would make sure that the user with that business role would have access to the tickets related to that service category only, as this would be the only filter available.

Keywords

Service Category, Categories, Service Categories, Catalog, Service Catalog, Ticket, Access Restriction, Business Role, C4C, Service, Cloud for Customer, Restrict, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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