SAP Knowledge Base Article - Public

3831641 - Inactive employees shown in "Assigned To" value help in Outlook Add-In

Symptom

Inactive employees are displayed in the "Assigned To" value help during ticket creation using the Sales/Service Cloud V1 Outlook Add-In. Only active employees are expected to appear in the "Assigned To" value help.

Environment

  • SAP Cloud for Customer core applications
  • Outlook Integration

Reproducing the Issue

  1. Open an email in Outlook.
  2. Open the Sales & Service Cloud Outlook Add-In.
  3. Create a new ticket from the email.
  4. Open the value help of the "Assigned To" field.
  5. Observe that inactive employees are listed together with active employees.

Cause

When data it pulled from C4C to Outlook add-in it flows through API Calls a result of which we cannot apply any external filters on it as it comes through a single API call. 

Resolution

This is a technical limitation

See Also

Keywords

Outlook Add-In, V1 add-in, Assigned To, value help, inactive employees, employee status, ticket creation, Sales Cloud, Service Cloud, employee selection, user picker, list filter, dropdown, assignment, visibility , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem

Product

SAP Cloud for Customer core applications all versions