SAP Knowledge Base Article - Public

3031185 - Team Queue Query Shows Tickets In Completed Status

Symptom

The standard query 'Team Queue' shows Tickets in different status such as Completed, though you expect that only Tickets in Open and In Process status are shown.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Execute the query Team Queue
  4. Tickets in Completed status is also shown

Cause

The standard query 'Team Queue' shows all the Tickets, regardless of the status, if the logged in user is not assigned to any Org Unit.

If he is assigned to an Org Unit, the query result shows only Open or In Process status Tickets for the assigned Org Unit.

Resolution

This is the current system behavior as designed.

Keywords

Queue, Tickets, Query, Status, Open, In Process , KBA , team queue , ticket , status , LOD-CRM-SRP , Service Request Processing , Problem

Product

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