3537540 - Advanced Filter in Ticket List Not Working

Some users notice that the filter in the ticket list does not work. The user tries to filter on "Team", but other teams are also shown.

SAP Cloud for Customer

1. Log in with the affected user credentials.
2. Navigate to the Tickets work center.
3. Switch to the filter view labeled "My Team Tickets".
4. Expand the Advanced Filter.
5. Apply a filter to the "Team" field; for example, select team 123 if the user is a member.
6. Observation: The ticket list still displays tickets from other teams (e.g., 456, 789) to which the user belongs, not just tickets from team 123. The results do not change, regardless of the specific team chosen in the filter.

This behavior is due to how the ticket system structures its queries and applies filters at both the view and advanced filter levels.

Background

• The "My Team Tickets" view is pre-configured to show tickets assigned to all teams associated with the current user.
• For example, suppose the user is a member of three teams:
  • Team 123
  • Team 456
  • Team 789

When this view is loaded, the system constructs a base query similar to:

SELECT * FROM tickets WHERE team IN (123, 456, 789)

What Happens When You Use the Advanced Filter

If the user adds an additional filter on the "Team" field—say, selecting only team 123—what actually happens behind the scenes is that the filtering logic appends or combines this value, but not in a way that restricts results to just team 123 if the query already includes all teams. Here's why:

• The system is still querying tickets where the team is in (123, 456, 789).
• The advanced filter for "Team" 123 is appended to the same search parameter.
• This means the query essentially still considers the user's entire team set: the filter does not further restrict the view, because both the team check in view and the advanced filter are acting on the same parameter set.

Example

• User’s teams: 123, 456, 789
• Base view query: tickets assigned to 123, 456, or 789
• Advanced filter added: Team = 123

The resultant query logic is roughly:

SELECT * FROM tickets WHERE team IN (123, 456, 789) AND team = 123

But since the advanced filter's value (123) is already included in the IN clause (due to how the system merges filters), the logic does not reduce the result set further. You will still see tickets from all three teams.

This behavior can be confusing, because you expect the advanced filter to narrow results to only one team, but due to how the filters are implemented—both acting on the same search parameter—the additional filter has no narrowing effect.

This is considered correct system behavior based on the current filter logic. However, for users who are part of multiple teams (staffed units), it results in an experience where applying the advanced filter for "Team" appears to be ineffective.

For this business requirement, you can always filter for the "Team" field within the "My Team Tickets" view, by using the Team column filter directly in the ticket list/grid after the view is loaded. This filter acts on the dataset currently loaded in the view, allowing you to narrow down results to a specific team within your teams.

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