SAP Knowledge Base Article - Public

3057573 - Blank Row Added In Involved Parties When Creating A Ticket

Symptom

When creating a ticket, you notice that empty row (blank line) has been added in the Involved Parties facet.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Click New (+) button.
  4. Do not maintain, for example, account.
  5. Save and open.
  6. Go to the Involved Parties facet.
  7. See blank entry (empty line) for account party.

Cause

Empty line acts as a reminder to agents working on these tickets, to ensure that they update these values.

Resolution

It is expected system behavior.

Note: the line is not deleted if agents add account afterwards from Involved Parties - it can be done manually. However, if agent adds the account party on the Overview screen instead, the account party is updated and you should not have an empty record.

See Also

KBA 2857801 - Ticket Allow Saving Data Despite the Message Severity is Set as Error.

Keywords

Ticket, Service Request, Involved Party, Blank, Empty, Line, Row, Entry, Account, Error, , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

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