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3604402 - Understanding Access Restriction Rules for Email Interactions in SAP Service Cloud V2

Symptom

Users report that email interactions are not fully visible when access restriction rules are configured based on the Organizational Unit in the business role.

  • Issue Observed:
    • A user assigned to a business role with Email Interaction access restricted to Organizational Unit logs into the system.
    • The user opens a draft case (e.g., CASE12345) assigned to them.
    • On the Timeline tab of the case, only the emails they personally sent are visible.
    • Inbound emails and outbound emails sent by other users within the same organizational unit are not displayed.
    • This behavior resembles the Employee – Myself restriction setting, not Organizational Unit, as configured.


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Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0 

Keywords

email visibility, organizational unit, email interaction restriction, SAP Service Cloud V2, timeline, inbound email access, business role, access control , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

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