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 respective user.
2. Go to Tickets.
3. Go to filter view "My team tickets".
4. Open the advanced filter and set a filter on the field "team". Select one of the teams of this user, for example 123.

The user sees other teams as well. In fact, the result of the list does not change whether or not you set this filter.

When the user runs the "My Team's tickets" , the system will query the user's teams, for example

123
456
789

Now when you additionally want to further filter based on a specific organizational unit like 123 for this user, the additional filter value  (123) is again appended to same search parameters.

Since both the query and the advance filter is bound to same search parameter, the filter value is appended to the query. 

Technically this is the correct behavior, but for users that are part of staffed units, it will result in this behavior where additional filters will not seem to make a difference to the result (if the advanced filter is on the same field as the search query).

In order to filter the value correctly for the service team, you can use the filtering on the column "Team" in the ticket list.

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