SAP Knowledge Base Article - Public

3064534 - Ticket Depersonalization Not Possible


When opening a Ticket, the Depersonalize button is not visible.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Select the Ticket ABC (ABC represents the subject of the Ticket).
  4. Click on the cogwheel icon for actions. The button Depersonalize is not available.


 There are 3 mandatory parameters for the button to be visible.


The 3 parameters that need to be in place are:

First parameter -  System scoping should be correctly set:

  1. Go to Business Configuration work center.
  2. Go to Implementation Projects work center view.
  3. Select your project and click Edit Project Scope.
  4. Go to step Scoping.
  5. Go to Built-in Services and Support > System Management > scope Security.
  6. Now go to the step Questions.
  7. Go to Built-in Services and Support > System Management > Security.
  8. Scope the question "You can use predefined security settings".

Second parameter - The Ticket must be in status Closed

Third parameter - The user performing the action must be assigned to the Data Protection and Privacy work center, otherwise the Depersonalize button will not be visible.


Depersonalization; Missing; Field; , KBA , LOD-CRM-SRP , Service Request Processing , How To


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