You are running a report based on Ticket data source, and when filtering by the field "Service Category" you see multiple service request categories, including lines with repeated categories, which causes confusion in selecting values.
SAP Hybris Cloud for Customer
Reproducing the Issue
- Log into the system
- Go to Analysis (or Business Analytics) work center > Reports (or Design Reports) view
- Open the report XYZ (XYZ represents the report name)
- In the report selection, click on value help for field Service Category
- Note that the option list on Basic Select tab shows multiple entries with repeated categories, causing confusion in selecting the values
The text for a specific Service Category can appear multiple times in the value help option list in case different categories were created in the system using the same name.
To better understand this behavior, you can the different category catalogs created from Service Category UI.
Go to work center Administrator -> Service and Social
Click on Service Categories option
Open the Catalog ABC (ABC represents the catalog name) on any specific version
Click on View All
Click on Catalog Structure tab
Note the ID for each Category name
Repeat the previous steps and navigate to a different service catalog, notice there will be categories with the same name on the second service catalog. They can have the same ID as well.
These are in fact different categories from different catalog versions, though they received the same text name and ID.
This is the system expected behavior. Still, you can suppress the repeated category named if you filter by using the field "Service Category ID" instead when reporting.
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