3343381 - Disable the multi-select option for Customer, Employee and Contact on the feeder

You find the access restriction for Contact doesn't work when you select Contact in Ticket Timeline view.

SAP Cloud for Custmer

1. Go to Service Work Center. 
2. Go to the Ticket work center view. 
3. Open any Ticket and go to Timeline tab.
4. Click New Email or Reply via Email.
5. Click + to add a Contact.
6. You find the access restriction for Contact doesn't work(you are able to see all the Contacts).

Cloud for Customer system offers 2 options to select business partner(Contacts, Employees and Individual Customers) when sending an e-mail:

• Value Help with a Single Select Option
• Value Help Pop-up with Multi Select Option

The single select option was designed in a faster way, to reduce the number of clicks. And this trade off considered the lack of the ACL(Access Control List), which is the current design of C4C.

If the ACL is required to respect the access restrictions set for the users, then the suggestion is to use the single select option, as it would respect the ACL in this case when selecting the business partner for the e-mail in the tickets.

Steps to switch the option:

1. Go to Administrator work center.
2. Go to Service and Social work center view.
3. Click on Ticket Configuration under Tickets.
4. There is option "Disable the multi-select option for Customer, Employee and Contact on the feeder".
5. Enable the checkbox for this option.

Ticket Configuration;Multi Select;Contact; , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-PM-SRV , C4C Product Management - Service , How To