You are unable to add an internal memo from the Ticket work list, but can add it from Ticket interactions.
SAP Cloud for Customer
Reproducing the Issue
- Go to Service work center
- Go to Tickets view
- Select any Ticket XYZ (Where XYZ represents the Ticket ID)
- Go to the Actions menu
- There is no option to add an internal memo
Due to UI limitations for rich text support in Object list, currently, we do not support the Add Internal Memo functionality from the Ticket list. It is currently available only in Ticket TI and Sub-Ticket OWL, which is part of the Ticket TI.
This is the current system behavior as designed.
internal memo, ticket, service, interactions, memo, actions , KBA , memo , action , ticket , LOD-CRM-SRP , Service Request Processing , Problem