2050639 - The confirmation of a Service Request does not include the Attachments of the knowledge Base Article.

SAP Knowledge Base Article - Public

2050639 - The confirmation of a Service Request does not include the Attachments of the knowledge Base Article.

Symptom

The confirmation of a service request does not include the attachment of the knowledge base article.

Reproducing the Issue

  1. Go to Service Desk work center.
  2. Select the Service Request view .
  3. Search  All services Requests
  4. Select the any service request  and edit
  5. Click in the view all button.
  6. Go to the Knowledge Base Tab
  7. In Assigned KB Articles section select any KB Article ID and Edit.
  8. Go to the attachments tab.

Here you can see that  there is a document attached to this KB Article, however when the user sends the confirmation of a service request  to the customer, the system will show only the article of the knowledge base  but not the attachment.

Cause

The system works as expected. This is the designed behavior of the system.

Resolution

In the confirmation of a service request (via printer, PDF, preview ) only the description of the KB article will be available,  attachments will be not included.

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP BUSINESS BYDESIGN 1708 ; SAP Business ByDesign 1405 ; SAP Business ByDesign 1408 ; SAP Business ByDesign 1411