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
- Go to the Service work center.
- Go to the Tickets view.
- Search and open Ticket LMN (where LMN represent an existing ticket id).
- Edit the ticket LMN and go to the Overview facet.
- In the Customer section, you have the Customer field.
- Click on the value help of the Customer field.
- 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.
- Go to the Service work center.
- Go to the Tickets view.
- Search and open Ticket LMN and go to the Adaptation Mode.
- Edit the ticket LMN and go to the Overview facet.
- Now through adaptation, within the Customer section make the field Account visible.
- 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
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