3511021 - Service Category Catalog Restrictions not Working

You have created service level catalogs and restricted their usage to certain ticket types.

However, even in other ticket types, the categories from those catalogs are visible.

SAP Cloud for Customer

1. Go to the work center Administrator and the view Service and Social.
2. Open the Service Categories.
3. Open your catalog, for example ID_1.
4. Check the usage: it's restricted to the ticket type ABC. 
5. Now go to the work center Service, view Tickets.
6. Open a ticket that is of ticket type DEF.
7. Go into Edit mode and click on the value help for "Service Category".
8. It shows the categories from catalog ID_1, even though it's not of the ticket type defined in the catalog.

If you restrict the usage of a catalog for a certain ticket type, for example ABC, it means that in tickets of this type, only those respective categories will be shown. 

In all other ticket types, all currently valid categories will be shown, unless there is a separate usage restriction for the ticket type.

So for example: If you open a ticket of ticket type DEF and open the value help for "Service Category", you will see the categories from catalog ID_1 and all other catalogs that are currently valid. This is because there is no catalog specific for the type DEF, so the system will display all categories.

If required, please maintain a catalog for each ticket type where you would like the display of categories to be limited.

For ticket types where no specific catalog exists, it is correct that all categories will be shown.

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