You are trying to edit the Source field of an existing Ticket, but the field is Read Only or grayed out.
SAP Cloud for Customer
Reproducing the Issue
- Go to Service work center
- Go to Tickets view
- Open any existing Ticket XYZ (Where XYZ represents the Ticket ID)
- Go to Ticket Overview
- Click on the pencil icon and enter edit mode
- In the Additional Information section, the Source field is read only
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.
This is the current system behavior.
2591954 - ManageServiceRequestIn - Changing Origin Not Possible; Field is Read-Only
Ticket, Source, Create, Change , KBA , ticket , source , LOD-CRM-SRP , Service Request Processing , Problem