SAP Knowledge Base Article - Public

3200407 - Some filter options such as Service Category and/or Territory is/are not available in the Tickets List Advance Search


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  • You are trying to create a filter under the Advance Search for Tickets, but cannot find the Service Category, Territory options.
  • It is possible that other filter options/attributes are also missing, such as:
    • Ticket Type
    • Contact
    • Partner
    • Partner Contact
    • Created By
    • Team, etc.


  • SAP Cloud for Customer
  • SAP Cloud for Service

Reproducing the Issue

  1. Logon to SAP Cloud for Customer/Service tenant
  2. Go to "Services" > "Tickets"
  3. Click the Advance Search icon
  4. The option you are looking for is not visible in the UI (e.g Service Category, Territory, etc.)




  1. Go to your account profile (icon) and select “Start Adaptation
  2. On the right-hand side, and select "Advance Filter", then click the pencil icon
  3. On the right-hand side, select the "Advance Filter"
  4. Browse for the option and click the arrow to go to the properties for such attribute. In this example, we are selecting the Service Category. 
  5. Ensure that the following fields are checked/unchecked
    • Personalize [checked]
    • Set as Visible [checked]
    • Hide [unchecked]

See Also

  • 3200388 - How to add custom queries to the Tickets List
  • 3021981 - Ticket Access Restriction Based on Service Category or Catalog
  • 3153606 - How to Filter Any field with Blank Value
  • 2778547 - The Party Field as Service and Support Team is Missing in the Advance Search of Ticket
  • 2740814 - Advanced Filter For Registered Products In Ticket Does Not Show All Values


Advance search, Filter options missing, Service Category option missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2202