SAP Knowledge Base Article - Public

3104388 - How to Know Which User Depersonalized a Ticket


A Ticket on your system has been depersonalized and you would like to know which user has done it.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID 123 (123 represents the ID of the depersonalized Ticket).
  4. Go to the Changes tab.
  5. Nothing is shown.


The depersonalize action, to be in compliance with the GDPR and other Data Protection laws, removes all personal information from Tickets and that includes the change history.


You can see, however, on the Ticket Overview, Timeline Pane, the last changed by of the Ticket. There, you will see the name of the user who has last changed the ticket, and in that case the last changed will be the depersonalization.

See Also

Help Center - Data Protection and Privacy


DPP ; GDPR ; LGPD ; data access ; XXXXXXX ; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions