SAP Knowledge Base Article - Public

2961026 - The Warranty Coverage is not Determined on Creating a New Copied Ticket

Symptom

The warranty coverage of ticket's item is not copied in the new ticket.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket LMN (where LMN represent the ticket id).
  4. Go to the Items facet.
  5. Select line-item nn (where nn represents the item number) and go to detail General section below.
  6. You can see Warranty Coverage is maintain.
  7. Now click on action Copy and create new copied ticket LMN1(where LMN1 represents the new copied ticket).
  8. You can see in the copied ticket LMN1 at item level the warranty coverage is not fetch from original ticket LMN. 

Cause

Currently the warranty coverage is not taken over in the copied ticket.

Resolution

In a new copied ticket's item the warranty coverage will be blank is an expected system behavior.

Keywords

Warranty Coverage , KBA , new copied ticket , LOD-CRM-SRP , Service Request Processing , Problem

Product

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