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

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

SAP CLOUD FOR CUSTOMER.

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.

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).

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.

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

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