SAP Knowledge Base Article - Public

2573711 - Installed Base And Installation Point Of Product Are Defaulted In Ticket

Symptom

When adding a product to a Ticket, the Installed Base and Installation Point are defaulted.

Environment

SAP Hybris Cloud For Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open a ticket.
  4. Go to Products tab.
  5. Add a product.

Installed Base and Installation Point are defaulted with the data maintained for the product.

Cause

The system will pick up the Installed Base and Installation Point maintained in the product master data. If there is only one Installed Base/Installation Point maintained for a product and when such product is added to ticket iPoint and iBase is defaulted. Multiple Installed Base/Installation Point will make the system not defaulting any record.

Resolution

This is the expected system behavior.

If you would like the system not to determine Installed Base and Installation Point when adding a Product to a 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 Influence forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

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

Product

SAP Cloud for Customer 1802 ; SAP Hybris Cloud for Customer 1711