SAP Knowledge Base Article - Public

2817086 - Unable to Open any Ticket in Fiori

Symptom

While trying to open a ticket in RUI, you are receiving a dump as Error: ControlFactory-Exception for element 'View' - ControlFactory-Exception for element 'PaneContainer' - ControlFactory-Exception for element 'GridLayout' - ControlFactory-Exception for element 'PaneContainer' - ControlFactory-Exception for element 'CustomPane' - ControlFactory-Exception for element 'CustomPane' - Cannot read property 'layout' of undefined

Environment

SAP Cloud for customer

Reproducing the Issue

Go to Tickets Work Center View and open any ticket. You receive an error message "Exception Occurred"

Cause

This issue occurs because you have the 'Open HTML layout in Fiori' switched on.
 
When you enable this feature, there are a series of steps you must follow to have it working.

Resolution

Please follow the below steps:

  1. Hide the Feeder Control on the Overview tab.
  2. Hide the Interaction Control on the Overview tab.
  3. Hide the Interaction tab.
  4. Hide old Document Flow tab.
  5. Add new Document Flow tab.
  6. Add the New Interactions tab.

You can now turn on the option in the Ticket Configuration to show the HTML5 Ticket screen in FIORI.

Administrator-> Service & Social-> Ticket -> Ticket Configuration

Keywords

error, dump, tickets, fiori,control factory, grid layout , KBA , error, dump, tickets, fiori, , control factory , tickets , fiori , dump , LOD-CRM-SRP-UI , Ticket Related UI , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions