CX Works

CX Works brings the most relevant leading practices to you.
It is a single portal of curated, field-tested and SAP-verified expertise for SAP Customer Experience solutions

Key User Extensibility in Fiori

8 min read

Key User Extensibility in Fiori

Table of Contents


One of the most powerful features of SAP Service solution is its flexibility to adapt the user interface to the business and provide a conducive and engaging experience to the user. This article aims to give an insight into usage of Key User Tool in the Fiori client to adapt the solution by an administrator.

The Scenario

Ramsay is a CX consultant who is implementing SAP Employee Support Solution for Sunnydale City Council (SCC). While the out of box Employee Support functionality fits the Council’s process, it has following specific requirements to simplify the user experience:

  1. Add a new list field named "Emergency Reason" with values Safety Hazard, Compliance and Pandemic Response
  2. Emergency Field to be visible only if the status of the ticket is "Emergency"
  3. Create a screen layout for HR Agent business role and hide non relevant sections on ticket screen
  4. Copy HR Agent Layout to create a new layout for Grievance Officer business role

The Configuration

Ramsay configures the above business requirements using Key User Tool in Fiori UI version 2005.

He logs into the Test tenant of SCC with Administration business role:

Adding a new list field named "Emergency Reason" 

He follows these steps to add the field:

Step 1 - Go to Service work centre. Click "Ticket"

Step 2 - Click on any Ticket ID

Navigate to the Screen

Step 3 - Click on user profile icon located at top right of screen

Step 4 - Click "Start Adaptation"

Step 5 - Click the pencil icon to edit additional information in the "Overview" tab

Edit relevant section

Step 6 - Click "Additional Information" expansion button

Step 7 -  Click "Add" then "Field"

Step 8 - Click "Create Fields"

Step 9 - Select Field of type "List"

Step 10 - In the "Label" field, enter "Emergency Reason"

Step 11 -  Enter the dropdown values "Safety Hazard", "Compliance" & "Pandemic Response". Click "Save and Close"

Step 12- Click on 'Save & Close'

Step 13 - Tick the checkbox to make the field visible

Step 14 -  Click "Apply to publish the field visible on screen

Step 15 - The field "Emergency Reason" is now visible on the screen

Once the above steps are completed the new field is successfully added to the screen.

Adding Field Visibility Rule

The field "Emergency Reason" needs to be visible only if the status of the ticket is set to "Emergency". To achieve this, Ramsay updates the visibility rule for the extension field "Emergency Reason" by going through the following steps:

  1. Creating the Rule

Step 1 - Click on user profile icon located at top right of screen

Step 2 - Click "Start Adaptation"

Step 3 - Click on "Tabs" button

Step 4 - Click on "Navigation Region"

Step 5 - Click on "UI View Area"

Step 6 - Click on "Implementation"

Step 7 - Click on "Rules & Validations"

Step 8 - Click "Add" then select "Rule"

Step 9 - In formula editor window, write the Rule Name & Description

Step 10 - Add relevant field to the formula editor

Step 11 - Use relevant functions and operators to write the rule

Step 12 - Click "Apply" button to save the rule.

2. Assigning the Rule:

Step 1 - Under the "Overview" tab and in the "Additional Information" section, click the pencil icon

Step 2 - Click on arrow on the "Emergency Reason" field from the list list on right side of the screen

Step 3 - Click on "Rule" hyperlink

Step 4 - Select the visibility rule "Feld_Visibility" created in the previous step

Step 5 - Click "Apply" to assign the rule

Step 6 - For checking, come out of the adaptation mode, open any ticket and update the status to "Emergency"

Step 7 - The field "Emergency Reason" is now visible on the screen

The rule successfully created and applied and the "Emergency Reason" field is now visible only when the ticket status is "Emergency".

Creating Screen Layout for HR Agent

Ramsay enters Adaptation mode and follows below steps:

Step 1 - Click "Layouts" tab

Step 2 - Click on "Add Layout" icon

Step 3- Enter in values for the "Name" and "Description" fields

Step 4- Click the "Save" button

Step 5 - To hide irrelevant sections from the screen, click on "Product" section on the right side of the screen

Step 6 - Click on "Product" 

Step 7 - Uncheck the "Set as Visible" checkbox

He repeats same steps for all the sections not required for the HR Agent.

The newly created layout is assigned to the HR Agent business role:

Step 1 - Click on 'Assign Layouts'

Step 2 - Against 'HR Agent' business Role select layout 'HR Agent'

Copying HR Agent Layout to Create a New Layout for Grievance Officer

With the new copy layout feature available in in Fiori UI from version 2005, Ramsay creates a layout for Grievance Officer using following steps in the adaptation mode:

Step 1 - Under the "Layouts" tab, Click the 'Copy' icon

Step 2 - Enter a name in the "New Layout" field

Step 3 - Click 'Save'

Step 4 - Click 'Okay' on the pop up window

Step 5 - Assign the the newly created 'Grievance Officer' layout to 'Grievance Officer' business role

After re entering the adaptation mode, Ramsay assigns the page layout to the 'Grievance Officer' business role

This completes the required adaptations using the Key User Tool.

Links to Product Documentation on


The article has given an insight into the typical extensibility scenarios in SAP Service Cloud implementations and the usage of Key User Tool to execute them in the Fiori client.

Please also check out the below blog series "Key User Extensibility in Fiori Client" for more details.