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Restriction based on Document Type in SAP C4C Service

Dec 14, 2017 at 08:26 AM

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Hi Experts,

I have a requirement to restrict the user based on Ticket type.

I have two Ticket type ZD1 and ZD2. The requirement is to let the user to view both ZD1 and ZD2 but he can only change on ZD2. How can we do it in SAP C4C Service?

I have tried Code List Restriction, but it only restrict values not restricting the ticket access.

BR,

Mohamed

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Hi Mohamed,

This issue is resolved or not? Can you guide me how you achieve this?

Appreciate your help.

Regards

Pardeep

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1 Answer

Keshav Harake Dec 14, 2017 at 08:35 AM
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Hi Keshav

I seen this blogs but it doesn't satisfy our needs.

The case is that, we have created two Ticket type Service Order and Complaint.

I create a role and assigned the Work center Work ticket to this role.

The work tickets types will appear according to the restriction based on "01 - Service Units of Employee".

Now in the Queue for that Technician Both Ticket type will be appeared according to his Org unit.

I need that technician to be able to see both ticket type but he can change in the Service Order ticket and Display the Complaint Ticket.

Can we achieve that?

BR,

Mohamed

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Hi Mohamed,

It can be achieve it Access restriction can be managed using the Access Restriction tab under Business Role Definition. Explore this and you will see access can be restricted to have Read Only option too. Try to set the rules using your Sales Org for the respective Work Center and View. Try to maintain the Restriction Rule: 99 - Define Specific Restrictions and then assign the Access Restrictions with respect to your Organization.

Br,

Keshav

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Hi Keshav,

It will be achieved as you described if I made an org unit for Complaint so i will make in the authorization to be read for ticket assigned to Complaint org unit and Read and write for his Org unit. I will try and feedback you.

Thanks for your help.

BR,

Mohamed

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Hi Keshav,

I have tried the solution but it will not work.

The problem is that if the ticket assigned to Org unit Complaint ( Service Support team Complaint ) which has Read access and in the same time to his main Org unit ( Service Technician Team his Org unit ) which has the Read and Write access, it will be overriden by the Read and Write so it will be editable for him.

I need even if the his org unit is determined with the Service Support Team Complaint it will be Read only.

I mean still we need to set restriction based on Ticket type not Org unit.

BR,

Mohamed

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Hi ,

you need to Access Restriction tab under Business Role Definition. u need to define it ! as per you required ..

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Hi,

could you please provide me with a screenshot for restricting with Ticket type?

Appreciate your help

Regards,

Mohamed

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