SAP Knowledge Base Article - Public

2944727 - Unable To Edit Source Field In An Existing Ticket

Symptom

You are trying to edit the Source field of an existing Ticket, but the field is Read Only or grayed out.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Open any existing Ticket XYZ (Where XYZ represents the Ticket ID)
  4. Go to Ticket Overview
  5. Click on the pencil icon and enter edit mode
  6. In the Additional Information section, the Source field is read only

Cause

While you can set the Source field of the Ticket during creation, it is not possible to change the Source after the creation of a Ticket.

Resolution

This is the current system behavior.

See Also

2591954 - ManageServiceRequestIn - Changing Origin Not Possible; Field is Read-Only

Keywords

Ticket, Source, Create, Change , KBA , ticket , source , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins 2020 ; SAP Cloud for Customer core applications 2011