SAP Knowledge Base Article - Public

3518548 - For an Existing Ticket, How to Show Accounts Only Based on Access Context

Symptom

Once the ticket is created, need to restrict the account's lists based on the access context.

Environment

SAP CLOUD FOR CUSTOMER.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open Ticket LMN (where LMN represent an existing ticket id).
  4. Edit the ticket LMN and go to the Overview facet.
  5. In the Customer section, you have the Customer field.
  6. Click on the value help of the Customer field.
  7. You will see access context is not respected and will show all the customers within system.

Cause

The Customer field maps to the value help Customer_OVS which does not respect the access context and shows all Customers (Account and Individual Customer).

Resolution

You need to make the Account field visible via adaptation within ticket.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open Ticket LMN and go to the Adaptation Mode.
  4. Edit the ticket LMN and go to the Overview facet.
  5. Now through adaptation, within the Customer section make the field Account visible.
  6. Once the Account field is made available within Customer section of Ticket's Overview facet, it will respect the access context based on Account work center.

See Also

 2585173 - Ticket UI’s Have Three Different Fields For Customer With Different Value Lists

Keywords

Existing Ticket , Access Context , Customer , Account , Adaptation Mode  , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications 2408