When creating a ticket, you notice that empty row (blank line) has been added in the Involved Parties facet.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view.
- Click New (+) button.
- Do not maintain, for example, account.
- Save and open.
- Go to the Involved Parties facet.
- See blank entry (empty line) for account party.
Empty line acts as a reminder to agents working on these tickets, to ensure that they update these values.
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.
KBA 2857801 - Ticket Allow Saving Data Despite the Message Severity is Set as Error.
Ticket, Service Request, Involved Party, Blank, Empty, Line, Row, Entry, Account, Error, , KBA , LOD-CRM-SRP , Service Request Processing , Problem