3667939 - Access restrictions for tickets not applied to internal memos or emails

Access restrictions for tickets do not seem to work as expected. Users are able to save an interaction, such as an internal memo, even though other field changes are restricted due to write restrictions for tickets.

SAP Cloud for Customer

1. Log on with a user who has write restrictions on tickets.
2. Navigate to the Service work center and select the Tickets view.
3. Open a ticket that is not yet completed.
4. Attempt to change any field, such as the object category or similar. An error message will appear, indicating that the user does not have permissions to make changes.
5. Attempt to save an interaction, such as an internal memo.
6. The interaction is successfully saved, which is incorrect.

Internal memos are stored in a different technical object than tickets.

Restrictions maintained on tickets do not apply to internal memos due to their technical separation.

Currently, there is no functionality to restrict internal memos specifically, as the restrictions from tickets are not automatically inherited by internal memos.

In case of email interactions, you can maintain the same access restrictions for the work center view E-Mails in the activity work center. This will restrict the user when processing emails.

For internal memos, there is no option to restrict access to this object specifically. Unfortunately this is a limitation.

Another possible workaround could be customizing the logic through BADI although note that it would not be possible to read exact write restrictions from another work center or business role. 

BADI -> DISABLE_FEEDER_SEND - You can disable the "Send" button for replies via e-mails, SMS or portal. 

The following KBA contains some details on this BADi: Or you could check this option with your implementation partner, if required.

Refer to: Access Restriction with Multiple Roles  

Refer to: Access Restrictions And Context For Ticket Work Center Views

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