3793237 - Agents reassigned to a new Service team still see cases from former team even after being removed from their former teams Organizational unit while retaining the same configured User Roles

• Agents reassigned to a new service team still have visibility into cases assigned to their former service team.
• This results in incorrect data access and undermines the intended access restriction model.
• The issue affects multiple users and compromises the confidentiality of case data across service teams.
• Visibility commonly persists for historical cases that the user previously accessed or worked on.

SAP Service Cloud Version 2

1. Assign a user to Service Team A as the primary organizational unit.
2. Reassign the user: remove from Service Team A and set Service Team B as the primary organizational unit.
3. Sign in as the reassigned user.
4. Navigate to the Case worklist and observe visibility of cases from the former team.

Business service configuration within the Business role (restriction rule set to “Myself”) allowed visibility to cases the user is involved in, including those from the former organizational unit.

1. Open the affected Business role in role administration.
2. Locate the Business service for case handling (sap.crm.service.caseService).
3. Change the restriction rule from “Myself” to “My Organization”.
4. Save the changes and have the user sign out and sign back in.
5. Recheck the Case worklist to confirm cases from the former team are no longer visible.

access restriction, case visibility, organizational unit, my organization, my organizational unit, business role, restriction rule, sap.crm.service.caseService, reassigned agent, former team, historical cases, visibility issue, service cloud v2, case access, org team , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem