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Issue with Ticket type

Former Member
0 Kudos

Hi Guys,

I have created code list restriction for ticket type and restricted the values as shown in below screen shot:

Here I have restricted "Employee Support Ticket" not to display in the ticket type drop down list, but it is still defaulted to "Employee Support Ticket" while creating ticket.

Can anyone please advice how can I remove this default one.

Regards

Saurabh

Accepted Solutions (0)

Answers (1)

Answers (1)

suman_saurabh
Contributor
0 Kudos

Hi Saurabh,

Have you assigned the Business role to the Code List Restriction? and looged in with the user having the same Business Role as assigned in CLR?

I have re-created similar scenario:

- Created CDR for Tickets BO (Code to Restrict: Ticket Type).

- Kept Control Field Blank.

- Added a Business Role.

- Un-checked "Employee Support Ticket" in CLR.

- Saved.

- Logged-off & Logged-in again to HTML UI.

- The Ticket type field of New Ticket did now had the value "Employee Support Ticket" .

You may also check below blog for details on Code List Restrictions:

You may also check below blog for details on Code List Restrictions:

Regards,

Suman

Former Member
0 Kudos

Hi Suman,

Thanks for your reply!! I followed same steps and assigned business role too to the user but when I check after login with same user then it restrict the values but defaulting extra ticket type as "Employee support ticket":

(kept created business role name also - ticket type)

While creating ticket

I dont know from where it pics this value.

Could you please replicate this scenario in your system following below steps and check:

1. create business role with only assigning "Employee Support" work center view (available under "Services" work center )

2. create CLR using same business role

3. assign business role to user

4. create ticket and test

Regards

Nitin

suman_saurabh
Contributor
0 Kudos

Hi Nitin,

You are correct, with only "Employee Support" work center view "New Ticket" is not considering Code List Restriction.

I am not sure about the reason.

Regards,

Suman

Former Member
0 Kudos

Hi Suman,

I have raised an IN to SAP. Could you please advice on my below thread:

Regards

Saurabh