SAP Knowledge Base Article - Public

3833469 - Automatic Tab Grouping in Agent Desktop Not Applied for Some Users — SAP Service Cloud Version 2

Symptom

Automatic tab grouping is enabled under System Settings > Agent Desktop > Automatic Tab Grouping, but the feature works inconsistently across users. Some users see tabs grouped and color-coded, while others do not.

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Open Agent Desktop.
  2. Search for and accept a customer.
  3. Right-click on the tab.

Result: Tabs cannot be grouped.

Cause

The affected users’ business roles lack authorization for the CTI (Live Interaction) service. The Agent Desktop > General configuration — including the "Group Tabs Automatically" setting — is served by the CTI service and requires the sap.crm.service.ctiService business service.

Resolution

Add the sap.crm.service.ctiService business service to the affected users’ business roles.

Keywords

agent desktop, group tabs automatically, enable automatic tab grouping, tab, group, general settings, CTI service, sap.crm.service.ctiService, business role, HTTP 403, forbidden , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Service Cloud Version 2 all versions