SAP Knowledge Base Article - Public

3116482 - Notes Facet Not Displayed During Ticket Creation

Symptom

When creating a Ticket, the Notes facet is not displayed by default. It only gets displayed after the Ticket is saved/created.

Environment

SAP Cloud for Customer

Cause

By standard, the system only allows the user to add a description during the Ticket creation, this was designed in order for the agent to quickly add details about the description of the issue.

Notes can only be added later on (after the ticket gets saved), so the agent can add internal details to organize his work.

Resolution

This is the standard behavior of the system.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of SAP Application Development Site, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Customer Influence Site to submit an idea.

Keywords

Employee; Details; Not Visible; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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