Symptom
Image/Data is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.
- You are trying to create a filter under the Advance Search for Tickets, but cannot find the Service Category, Territory options.
- It is possible that other filter options/attributes are also missing, such as:
- Ticket Type
- Contact
- Partner
- Partner Contact
- Created By
- Team, etc.
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
Reproducing the Issue
- Logon to SAP Cloud for Customer/Service tenant
- Go to "Services" > "Tickets"
- Click the Advance Search icon
- The option you are looking for is not visible in the UI (e.g Service Category, Territory, etc.)
Cause
Configuration
Resolution
- Go to your account profile (icon) and select “Start Adaptation”
- On the right-hand side, and select "Advance Filter", then click the pencil icon
- On the right-hand side, select the "Advance Filter"
- Browse for the option and click the arrow to go to the properties for such attribute. In this example, we are selecting the Service Category.
- Ensure that the following fields are checked/unchecked
- Personalize [checked]
- Set as Visible [checked]
- Hide [unchecked]
See Also
- 3200388 - How to add custom queries to the Tickets List
- 3021981 - Ticket Access Restriction Based on Service Category or Catalog
- 3153606 - How to Filter Any field with Blank Value
- 2778547 - The Party Field as Service and Support Team is Missing in the Advance Search of Ticket
- 2740814 - Advanced Filter For Registered Products In Ticket Does Not Show All Values
Keywords
Advance search, Filter options missing, Service Category option missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem
Product
SAP Cloud for Customer core applications 2202