SAP Knowledge Base Article - Public

2529177 - The Filter For Adding a Registered Product to a Ticket Does Not Work as Expected


When filtering for all Serial IDs while adding a registered product to a Ticket, the system only shows the registered products that are connected to the Account maintained in the Ticket. It does not show all the registered products maintained in the system.

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Products facet.
  5. Select the Add button.
  6. Select the Value Selection in the field Serial ID.
  7. Change the filter to display all Registered Products.

The system only displays the Registered Products that are connected to the Account maintained in the system. It does not display all Registered Products maintained in the system.


The Serial ID Value Selection has an import which accepts party as a parameter. From a ticket, the Account is passed in the import. Hence the Account ID is filled.

If an import is passed, the Value selection is filtered using this. It is not possible to remove the value coming in the import.

The Serial ID value selection is working as per the design of the consuming objects.


This is currently the expected system behaviour in SAP Hybris Cloud for Customer.


KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications 1708 (old) ; SAP Hybris Cloud for Customer 1708