1991742 - When Creating a New Service Request Incident Category Values are not Populated.

SAP Knowledge Base Article - Public

1991742 - When Creating a New Service Request Incident Category Values are not Populated.

Symptom

When Creating a New Service Request  Incident Category Values are not Populated When F4 Value Help is Pressed.

Reproducing the Issue

  1. Go to Service Desk Work Center ;
  2. Go to Common tasks and select new service request;
  3. Enter a service category value under categorization section.
  4. Select an Incident category value.

 You will see the  message " No records found".

Cause

The category type selected is not  incident type

Resolution

You can verify the following steps below:

  1. Go to Service Entitlements Work Center ;
  2. Go to the view Service Categories;
  3. Select an service category and edit .
  4. Click in the button View All
  5. Go to Catalog Structure tab
  6. In Category Name column click and Expand Service Category  values
  7. On right hand side you can see the category type  after select any category ID

If the category type selected is not of incident type, no values will be displayed in Incident Category field.

 

Keywords

KBA , SRD-CRM-SEE , Service Entitlements , How To

Product

SAP BUSINESS BYDESIGN 1705 ; SAP BUSINESS BYDESIGN 1708 ; SAP Business ByDesign 1405 ; SAP Business ByDesign 1408 ; SAP Business ByDesign 1702 ; SAP Business ByDesign 1711