SAP Cloud for Service customer and employee support scenarios

[former_member625116]

Hi!

Some time ago I've customized customer support scenario in the system. Created service ticket types, status schemas, SLA determination and so on. Everything worked fine.

Today I have added employee support scenario in project scope. After that I have found, that can create tickets only for employee support. Despite that fact, that all customizings for customer support are on their place: document types, status schemas etc.

What's wrong? Pleade advise, what must I do to make both scenarios active for end users? To make available to create tickets both for customer and employee support for end users. It's a requirement in my project.

Thanks in advance, Andrey Romanovsky.

[tamitdassharma]

Hi Andrey,

Could you please confirm that the scoping was done without any errors?

[former_member625116]

Yes, there were no errors.

Both configurations 'Tickets for employee support' and 'Tickets for customer support' present in fine-tune in activity list. And there are no errors when I open it.

I tried to create new Z document types for both scenarios, but only for employee suport the new document type appeared.

Tried to re-login but there was not effect.

Should I create an incident for SAP?

Thanks, Andrey Romanovsky.

[sandeephebbar · Accepted solution]

Hi Andrey,

If you have assigned both Tickets and Employee Support Work Center View to same Agent or Business role, then you will face this issue. An agent assigned to Employee Support scenario cannot work on Customer Support scenario as these two are different entities. Therefore, agent is not able to select Customer support related document types. Please create a new agent or business role and assign only Employee support related Work center views to solve your issue.

Regards,

Sandeep

[former_member625116 · Accepted solution]

Thanks, Sandeep!