SAP Knowledge Base Article - Public

3167324 - The Query "All Irrelevant Tickets" is not visible for users in the Tickets Work Center

Symptom

Agents are not able to see the "All Irrelevant Tickets" under the Tickets Work Center

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Environment

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

Reproducing the Issue

  1. Go to Tickets
  2. In the OWL, expand the dropdown and try finding "All Irrelevant Tickets" Query is not visible

Cause

 Configuration

Resolution

If the filter itself was not deleted, then one should be able to set the Query visibility via Adaptation mode:

  1. Go to Service > Tickets
  2. Click the user profile > Start Adaptation
  3. Navigate from the Advance Filter to the path Implementation
    Step1.png
  4. Go to "Queries"
    step2.png
  5. Select the object from the list. In this case, "All Irrelevant Tickets" 

    Step3.png
  6. Set the visibility to on
    Step4.png
  7. End Adaptation Mode

Keywords

Queries, ticket, visible, invisible, not visible, hidden, , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications 2202