SAP Knowledge Base Article - Preview

3754284 - "Assigned to" filter in Case defaults to "Employees of Org Unit" instead of Vustom default filter

Symptom

  • When creating a case and selecting the "Assigned To" value help, the expected Custom default filter is not applied to the list.
  • The system overrides any custom Default filter (set via Adaptation) with "Employees of Org Unit".
  • This behavior occurs only in Cases, in other objects such Leads, Opportunities, and Accounts, the custom default filter is applied correctly.


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Environment

  • SAP Service Cloud Version 2
  • SAP Service Cloud and SAP Sales Cloud Version 2

Product

SAP Sales Cloud Version 2 all versions ; SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions

Keywords

assigned to, default filter, employees of org unit, custom filter, saved filter, case employee selection, service team, filter override, working as designed, case routing to employee, selection dialog, default query, case management, adaptation mode, employee lookup , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

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