3633298 - Email Channel Access Control Based on Organizational Units

• Administrators and employees require the ability to control and access email channels based on organizational units.
• Without such control, employees may have access to all channels, which could lead to unauthorized email usage. 

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

1. Log in as an administrator with access to Settings → Channel.
2. Create or open an existing email channel.
3. Do not assign any organizational unit to this channel.
4. Assign a business role to a user where:
   • The Business Service ID sap.crm.service.emailChannelService has Read and/or Write set to Restricted.
   • A restriction rule based on organizational units is assigned.
5. Log in as the restricted user.
6. Navigate to the Email Channel screen.

Expected Result:
The restricted user can only see channels that include one of their assigned organizational units.

Observed Result:
The user cannot see the channel that has no organizational unit assigned, confirming access restrictions are enforced.

Consulting

To manage access to email channels based on organizational units:

• Assign Organizational Units to Email Channels:
  1. Navigate to Settings → Channel
  2. Select the desired email channel. Use the Search and Add Organizational Unit icon to assign one or more organizational units to the channel.
• Define Access Restrictions via Business Roles:
  1. Go to User Menu → Settings → Roles.
  2. Select the role assigned to a non-admin user.
  3. Search for the business service with ID sap.crm.service.emailChannelService.
  4. Set Read and Write access to Restricted.
  5. Under Unassigned, select and assign the appropriate restriction rule based on organizational units.

Access Behavior Matrix:

• Restricted Admin Users: Can read, edit, and write only if the channel includes at least one of their authorized organizational units.
• Restricted Non-Admin Users: Can view (read-only) a channel if it includes at least one of their authorized organizational units. Edit/Create is not permitted.
• Legacy and Unassigned Channels:
  • Channels without assigned organizational units (old or new) are not visible to users with restricted access.
  • Unrestricted users retain visibility over all channels regardless of assignment.

Note:
The restrictions are based solely on Organizational Units, not Sales Data.

Organizational Units and Email Channel Access – SAP Help

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