2563617 - Main Ticket Information Is Missing in Related Item Facet

SAP Knowledge Base Article - Public

2563617 - Main Ticket Information Is Missing in Related Item Facet

Symptom

You created a Follow-Up Ticket from a Sub-Ticket and the Main Ticket ID is missing.

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets tab.
  3. Open a Sub-Ticket.
  4. Go to Related Items facet.
  5. In Follow-Up press More > Create Ticket.
  6. The Main Ticket information is missing.

Cause

For Follow-Up Tickets created from a Sub-Ticket the system does not copy the Main Ticket information.

Resolution

This is the expected behavior.

If you need the Main Ticket information copied in the Ticket, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

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

Product

SAP HYBRIS C4C 1802 ; SAP Hybris Cloud for Customer 1711