3641466 - contact permission field not editable or updated in ticket screen

The "Contact Permission" field extended to the ticket screen is non-editable. The field does not display any selected value from the associated contact.

Updating the "Contact Permission" field in the contact does not replicate the updated value to the ticket.

SAP Cloud for Customer

1. Go to the work center Service.
2. Navigate to Tickets.
3. Open a ticket.
4. Search for the "Contact Permission" field.
5. Attempt to edit the ticket.
6. Observe that the "Contact Permission" field is grayed out and cannot be updated.
7. Update the "Contact Permission" field in the associated contact.
8. Refresh or reopen the ticket and observe that the updated value is not reflected in the ticket.

The "Contact Permission" field added to the ticket via adaptation originates from the account, not the contact.

The "Contact Permission" field added to the ticket reflects the account's contact permission, not the contact's.

To update the "Contact Permission" field:

• Navigate to the associated account.
• Update the contact permission in the account.
• Refresh or reopen the ticket to reflect the updated account-level contact permission.

Note that the contact's "Contact Permission" field is not available for direct display or update in the ticket.

Additionally, Be aware that the system checks the contact's permission when attempting to send an email from a ticket. If the contact's permission is set to "Check Permission" or "Disallowed," the email cannot be sent.

• SAP Note 3503887 - Email sending restrictions based on contact permission
• SAP Note 3106144 - Behavior of contact permission fields

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