When you are creating a Service Request for a customer that has Contract ABC (ABC represents the ID of the contract) with an Entitlement item, you expect the Reference Contract Item under the Service Request to automatically select the item from the Contract ABC.
Reproducing the Issue
1. Go to the Service Desk work center.
2. Under the Common Tasks select the New Service Request option.
3. Enter the Account ID.
You expect the system to automatically fill the Reference Contract Item.
From the 1708 release onward, the SAP Business Bydesign is now supporting Contracts with Service and Entitlement items, giving the user the option to select the needed item by clicking on the Value Box.
This is a system behavior.
KBA , AP-SRP , Service Request Processing , How To