SAP Knowledge Base Article - Public

3159838 - Some users are not able to see any F4 Help Values related to Products and Materials while working in a Ticket


  • Few users are not able to see value help information related to Products and Materials when accessed via Tickets
  • For other users, this may not be an issue

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Service
  • SAP Could for Customer
  • SAP Cloud for Sales

Reproducing the Issue

  1. Go Service > Tickets
  2. Open ticket 123456
  3. Navigate to "Items", then click "Add" 
  4. In the Products field either press "F4" or click the icon to invoke the "Help Values", start a search -> No values returned


Missing configuration


  1. Go to "Administrator" > "Business Users" Work Center
  2. Search for the affected user
  3. Once user the user is selected go to "Edit" > "Access Rights"
  4. Go to "Work Centers and View Assignment"
  5. Sort by Assigned to User (for the working user)
  6. Look for COD_PRODUCTDATA (Products) and ensure this is assigned to the user
  7. Expand the COD_PRODUCTDTATA and ensure the COD_MATERIAL (Products) is assigned to the user)


Products, tickets, RBAM Explained, rights, Material, , KBA , LOD-LE-PRD-PRD , Product + Product Category Hierarchy , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2111