SAP Knowledge Base Article - Public

2518264 - Product Search Does Not Find All Products

Symptom

The system does not return the same search results when changing a product and when adding new one.

Reproducing the Issue

Example: Opportunities, same behaviour with other views

Adding a product:

  1. Go to the Sales work center.
  2. Go to the Opportunities view.
  3. Find and open opportunity XZY (XZY being the name of the opportunity).
  4. Switch to the Products facet.
  5. Click on Add.
  6. Click on the Value Selection in the field Product.

AddProduct.png

7. Search for the relevant product by using part of the product name ABC (in below example we can see the full product name is VIP Service Rate, the search is being done by just using VIP).

8. There are x number of products found.

 AddProduct2.png

9. Click Cancel.

 

Changing a product:

  1. Now click on the Value Selection in the field Product in the already added product.

ChangeProduct.png

2. Search for ABC again.

3. You can see that there are less products found than in step 8.

 ChangeProduct2.png 

Cause

When you add a product by part of the product name ABC, the system searches any product which contains ABC.

However, when you change the product, the system searches any product with this word which belongs to the same category as the original one but with a different External Id. This means, the previously entered product will not be returned in the search again.

The system will return only those products that are in the same category.

Resolution

If you want to change a Product but you cannot find the new one as it belongs to a different category as the one already entered, delete the original product and search for the new product by clicking Add.

  1. Go to the Sales work center.
  2. Go to the Opportunity view.
  3. Open XYZ.
  4. Go to the Products facet.
  5. Select the originally added Product which you found by entering ABC.
  6. Use the bin icon to delete it.
  7. Now click Add.
  8. Refine your search to find the product you would like to enter.

Keywords

KBA , LOD-CRM , Cloud for Customer , Product Enhancement

Product

SAP Cloud for Customer all versions ; SAP HYBRIS C4C CORE all versions