3743473 - Ticket Becomes Inaccessible And Payroll Team Field Disappears After Self-Assignment In Service Tickets

• When a service ticket with Service & Support Field set to Payroll is assigned to the same user (self-assignment), the Payroll team field disappears.
• Assigning the same ticket to another colleague works as expected.
• No explicit error message is displayed.

• SAP Cloud for Customer

1. Go to Service Work center.
2. Go to Tickets Work center view.
3. Open unassigned Ticket ABC (ABC is a Ticket ID).
4. Set the Service & Support Field to Payroll.
5. Assign the Ticket to a colleague and save (works normally).
6. Assign the Ticket to yourself.
7. Observe that the Payroll field disappears.

• The user's assignment in Organizational Management for the Payroll organizational unit had a Valid To date (contract/role validity) that was not set to Unlimited, leading to the unassignment of the Payroll role and loss of related access upon self-assignment.
• The Actual Validity of the user remained limited, preventing extension of the Payroll option beyond that date.

1. Verify the user's assignment in Organizational Management Work center: navigate to Organization Structure Work center view → Payroll → Employees and check the Valid To date for the user.
2. If the Valid To date is expired or limited, update the validity according to your governance:
3. If possible, set the 'Valid To' to Unlimited.
4. If Unlimited is not available, extend the validity to the required date (temporary monthly extension if necessary).
5. If the Unlimited option is not available for the existing assignment, check the employee validity in people work center.
6. Search for the employee's name and look for the 'Valid to' field in the header.
7. Ensure the user's Actual Validity is updated to Unlimited to allow aligning the Payroll option validity accordingly.
8. After updating validity and assignments, re-test self-assignment to confirm the Payroll team field remains visible and the ticket is accessible.

service, tickets, payroll, validity, date, c4c, service request processing, valid to date, unlimited, org unit, access right , KBA , LOD-CRM-SRP , Service Request Processing , LOD-LE-OM-OM , Org. Management , LOD-CRM-SC-EML , Email , SRD-CC-IAM , Identity & Access Management , LOD-CRM-OPP , Opportunity Management , Problem

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