SAP Knowledge Base Article - Public

2594954 - Minimum Order Quantity of Product Does Not Work for Tickets

Symptom

You have set a minimum order quantity for products but when you add them to tickets, the quantity is not the one set.

Environment

SAP Hybris Cloud for Customer 1711/05.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Ticket view.
  3. Open Ticket ID XXX (XXX represents the ticket ID).
  4. Go to the Service and Repair tab.
  5. On the Items section, click on Add.
  6. Select Product ID 123 (123 represents the ID of the product for which you have set the minimum order quantity).
  7. See that on the Quantity field, it shows 1 even though you have a minimum quantity in place for product ID 123.

Cause

The minimum order quantity feature has been implemented only for the sales scenario. This means it will work fine for sales documents, such as opportunities, sales quotes and leads, but not for tickets.

Resolution

This is the SAP Hybris Cloud for Customer expected behavior.

If you need this functionality urgently 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 Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Tickets ; Product ; Minimum Order Quantity ; Minimum Quantity , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions