Internal notes added on a ticket are not being displayed in the List view but shows in Grid view of the Interactions in Fiori (RUI) mode. However, in HTML5 the internal notes along with the other interactions is displayed in List view and Grid view.
SAP Cloud for Customer
Reproducing the Issue
Go to the Service work center.
- Select the Tickets view.
- Open Ticket ABC (ABC represents the Subject of the Ticket).
- Go to the Interactions facet.
- Check that the internal notes are being displayed in Grid view.
- Now Click on the button List View. Internal Notes will not be displayed anymore.
This is the correct behavior for List View.
At the moment in the Fiori UI the List view displays only E-mails, SMS, Phone Calls, and Chat Interactions. Internal/Portal notes are visible only in the Grid View. The List View shows the activities, and as a note is not stored as an activity, it is not visible in List View.
Further details about the List View feature can be accessed here: List View Fiori
KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To