In the Items facet of a Ticket ID, you are unable to remove the value within the Serial ID field.
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view,
- Open any Ticket ID.
- Go to the Items facet.
- Select the Edit button.
- Remove the value in the Serial ID field.
- The screen loads and the value is automatically entered again.
The item reference to the Product/Serial ID cannot be removed. By default it points to the main Product or you have the option to change it to another product maintained in the Ticket ID.
This is the expected system behaviour.
KBA , SRD-CC-FED , Feeds , How To