3667768 - Users Cannot Access Tickets Linked to Their Assigned Business Role.

• Users assigned to a specific business role are unable to access tickets associated with their service units.
• Access restrictions applied to "Employee sales unit" prevent visibility of tickets linked to the assigned business role.

• SAP Cloud for Customer
  
  

1. Log in using the user's credentials.
2. Navigate to the Service work center.
3. Access the "My Team Tickets" query.
4. Confirm that no tickets are displayed, despite being assigned to the user's organizational unit.  
   
   

• The SEOD_QUEUE_SADL_OWL (Queue) work center is not included in the user's business role, resulting in non visibility of ticket.

Execution of following leads the visibility of tickets for users:-

1. Assign the SEOD_QUEUE_SADL_OWL (Queue) work center to the user's business role.
2. Verify that the access restrictions for the work center view containing tickets encompass the relevant sales unit and employee identification. 
   
   

ticket visibility issue, access restrictions, business role, SEOD_QUEUE_SADL_OWL, work center assignment, service units, My Team Tickets query, missing tickets, access rights, , KBA , LOD-CRM-SRP , Service Request Processing , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions