You would like to manually edit some of the fields maintained under the Timeline section in the Ticket Overview, but notices that it is not possible.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open any ticket.
- See the Timeline Section, in the Overview tab.
- Try to manually edit the fields.
- See it is not possible.
The fields maintained under the Timeline section, are fields related to ticket SLAs and its details, which are automatically populated depending on the configuration set in the system, meaning that if manual changes or edits on these fields were available, the tickets could not reflect the real information regarding the SLAs.
This is the system designed behavior.
Timeline, Ticket, C4C, Cloud for Customer, Service Request, Overview, Tab, Section, Fields, Unable, Edit, Manual, Changes, , KBA , LOD-CRM-SRP , Service Request Processing , How To