SAP Knowledge Base Article - Public

2591134 - Unable To Convert Time Entries To Time Item In Tickets

Symptom

When Converting a Time Entry to a Time Item in Tickets,the Service Items are not available for selection.

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open Ticket 123(where 123 is Ticket Id).
  4. Navigate to Time Entries facet.
  5. Select the relevant Time entry.
  6. Click on the cogwheel icon and select Create Time Item(s).

When you select the value help for Service Item field no records are displayed for selection.

Cause

For a Product to appear in the search help of the Create Time Item(s), the Product needs to be marked for usage 'Service'.

Resolution

Follow the below mentioned steps:

  1. Go to Products work center.
  2. Go to Product Administration view.
  3. Open Product ABC(where ABC is the Product Name).
  4. From the header , select the value for Usage field as 'Service'.
  5. Save the changes.

Keywords

Service Item , Service Ticket , KBA , ticket , time entry , LOD-CRM-SRP-TE , Time Entry , Problem

Product

SAP Cloud for Customer add-ins all versions