You have set the hierarchy view in "Organize Work Centers and Work Center Views" configuration, but for users of specific business role it is showing the Flat view.
SAP Cloud for Customer
The option "Enable Flat List Navigation Menu" is enabled for the business role. This setting overrides the configuration in "Organize Work Centers and Work Center Views".
- Click on the profile icon in the system.
- Click on Settings
- Navigate to Company settings.
- In "Define Settings for:" select the affected business role.
- Uncheck the option "Enable Flat List Navigation Menu".
Flat, Hierarchy, Menu, Organize Work Centers , KBA , AP-RC-UIF , C4C UI Framework , How To