2574677 - The Quantity of Hours for Items Does Not Maintain the Changes Made

SAP Knowledge Base Article - Public

2574677 - The Quantity of Hours for Items Does Not Maintain the Changes Made

Symptom

When you try to adjust the Quantity of hours for an item, the change does not stick and the system reinserts the previous value.

Environment

SAP CLOUD FOR CUSTOMER 1711 / 03

Reproducing the Issue

  1. Go to the Services work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ID of ticket).
  4. Go to the Service and Repair tab.
  5. Under Items section, try to update a field quantity which type is equal to hour.
  6. Press enter.
  7. The value returns to the original one.

Cause

As the quantity of time is determined by the interval between the start and end time, it is not possible to adjust the amount directly.

Thus, the start and end time must be changed accordingly in order to obtain the desired amount of hours.

Resolution

This is the system expected behavior.

If you want to adjust the quantity of hours of an item, you should change the Actual Start time or the Actual End time by doing the following:

  1. Go to the Services work center.
  2. Go to the Tickets view.
  3. Open ticket XXX.
  4. Go to the Service and Repair tab.
  5. Click on Edit button.
  6. Under Items section, select the item for which you want to adjust the quantity of hours.
  7. Under General Data tab, adjust Actual Start field and the Actual End field if needed.
  8. Save it.
  9. The hours quantity will be adjusted on Items section.

Keywords

Item; Quantity; Hour; Type; Update; Change; Ticket; , KBA , LOD-CRM-SRP-UI , Ticket Related UI , How To

Product

SAP Cloud for Customer 1211 ; SAP Cloud for Customer 1302 ; SAP Cloud for Customer 1305 ; SAP Cloud for Customer 1308 ; SAP Cloud for Customer 1311 ; SAP Cloud for Customer 1402 ; SAP Cloud for Customer 1405 ; SAP Cloud for Customer 1408 ; SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP Cloud for Sales 3.0 ; SAP HYBRIS C4C 1705 ; SAP HYBRIS C4C 1802 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP Sales OnDemand 1.0 ; SAP Sales OnDemand 2.0 ; SAP Sales OnDemand 4.0