3637749 - Error message "You are not authorized to create the ticket" occurs

When trying to create a Ticket, error message "You are not authorized to create the ticket" is displayed.

SAP Cloud for Customer

1.  Go to Service > Tickets.
2. Click on new.
3. Enter the requested information.
4. Save.
5. Error message is displayed.

When this error occurs, if the user is assigned to all required work centers as per described in KBA 2343326 - Access Restrictions And Context For Ticket Work Center Views, then the cause can be related to a Code List Restriction (CLR) implemented for Tickets BO.

If the cause is a CLR, then most likely a field will be highlighted in red in the Tickets quick create screen. If none is highlighted, please enable all fields via Adaptation Mode to confirm.

Please follow below steps:

1. Go to Service > Tickets.
2. Click new.
3. Click on men profile and Start Adaptation.
4. Select each grey field and enable them.
5. See if any field is highlighted by the system.
6. Now go to Administrator > General Settings.
7. Open Code List Restrictions link.
8. Search for Business Object: Ticket
9. Open all the CLRs found.
10. Now check which Code List Restriction is using the highlighted field as a condition. 
11. Now, it is possible to either make a dummy change on the CLR, delete the condition row for this specific field, or deactivate the CLR completely.
12. Save after the change made.
13. Try creating a new Ticket.

Observation: sometimes making a dummy change can fix a temporary inconsistency. If it does not work, then please delete the condition or the Code List restriction itself and try again.

KBA: 2343326 - Access Restrictions And Context For Ticket Work Center Views

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