2529283 - The Items Added in the PART Facet of a Ticket are No Longer Visible

SAP Knowledge Base Article - Public

2529283 - The Items Added in the PART Facet of a Ticket are No Longer Visible

Symptom

Items added in the PART facet of a ticket are no longer visible.

Reproducing the Issue

Pre-requisite :

You have maintained the fine tuning activity Item Processing Codes located in the Business Configuration work center > Activity list > Fine-tune >  Activity : Ticket for Customer Support.
As shown in the screenshot below, Processing Codes can be assigned to a Tab (Assigned to Tab).

Item_Processing_Codes.png

Steps to reproduce the Issue:

Login using Fiori Client.

  1. Go to the Service work center.
  2. Go to the Work Ticket view.
  3. Open ticket ABC (ABC represents the identification of the ticket).
  4. Go to the Parts facet.
  5. Add item XYZ (XYZ represents the Item name) with processing code EXP0.
  6. Save.

Actual Result : Once you refresh the screen the item XYZ is deleted/not visible anymore in the Parts facet.

Expected Result : You would expect that the item remains on the PART facet.

Cause

In Fiori Clients, different facets are provided for different type of items. The display of an item with a certain type is governed by the fine tuning activity :  Item Processing Type Code. For instance, based on the Item Processing Codes, you can see that item with Processing Code EXP0 should be displayed in the Expenses facet.

Resolution

This is the expected system behaviour. Please note that All items would appear in the Item facet. You also have the possibility to create your own item type.

See Also

The determination of the System Processing Type is done according to the fine tuning activity : Item Processing Determination. This is located in the Business Configuration work center > Activity list > Fine-tune >  Activity : Ticket for Customer Support.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708