The sub-ticket is missing within the document flow of the ticket.
SAP Cloud for Customer.
Reproducing the Issue
Go to the Service work center.
Go to the Tickets view.
Search for ticket ABC (where ABC is the ticket id) and open it .
Go to the Sub Ticket facet of ticket ABC and click on Add button to add ticket LMN (where LMN is existing ticket id) Or New button for creating new ticket LMN1.
You can see the ticket LMN and LMN1 is there in the sub ticket facet of ticket ABC.
Go to the Document Flow facet of ABC.
The ticket LMN and LMN1 is not shown in the document flow.
The sub-tickets will not be shown in the document flow of ticket ABC.
The newly created ticket LMN1 or an existing ticket LMN added via sub-ticket facet will not be shown in document flow.Only the the follow-up ticket will be visible in the document flow of ABC and this is an expected system behavior.
- Go to the Service work center.
- Go to the Tickets view and open ticket ABC.
- Click on the Follow-Up button and created new ticket LMN2 .
- Now go to the Document flow of ticket ABC, you will see the ticket LMN2 is shown here.
Sub Ticket , Document Flow , Follow-Up ticket , KBA , new sub ticket , add existing subticket , LOD-CRM-SRP , Service Request Processing , How To