Service and Repair - Work Tickets

[Former Member]

Hi experts,

I'm trying to build a test case with the Service and Repair work center. I'm creating a ticket, which "Requires Work", I add services and parts and then I assign the ticket to myself as a technician. Then, I go to the Service and Repair work center and under "My Work Tickets", I see the assigned ticket. But when I open it and go to the "Service and Repair" tab and then to the "Services and Parts" section - I cannot start and finish the items that I added. Under the "Actions" button, I have only the "Refresh" option:

In the user guide, it is explained that here I should be having a menu with "Start" and after this "Finish" options.

Similar to what a technician would have on an iPad as shown in this video:

What could be the reason/setting that it is not allowing me to start and finish the work as a technician?

Regards,

Denis

[Former Member · Accepted solution]

Hi,

From the attached screenshot, I can see that you are still viewing the Ticket as a call center agent, and not as a Service Technician.

Please refer the suggested business roles and corresponding work center assignments for a Service Technician.

Refer section 5.3.5.1 Recommended Business Roles and Work Center Assignments for SAP Cloud for Customer, in the administration guide here - http://help.sap.com/saphelp_sapcloudforcustomer/en/PDF/EN-2.pdf

Once you assign the correct work center, and remove the Customer Service - Queue, you will see a different UI for the work ticket, where you will be able to perform the actions.

Regards,

Venki

[Former Member · Accepted solution]

Hi Venkitesh,

Thanks for the explanation. It worked perfectly with another user, which was setup as a Service Technician, as per the matrix for the roles in the Admin Guide.

Cheers

Denis