SAP Knowledge Base Article - Public

2602050 - Option to Create Objects Missing on Preceding Items Section of Ticket

Symptom

When you click on the cogwheel for preceding items inside a ticket, only the refresh option is available.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open Ticket ID XXX (XXX represents the ID of the Ticket.
  4. Go to the Related Items tab.
  5. On the Preceding Items section, click on the cogwheel icon.
  6. Only the Refresh option is available.

Cause

Preceding items cannot be created after the object they are preceding.

In case Ticket XXX is a follow-up of another document, such as Sales Orders, Opportunities or even other Tickets, then the preceding items section will be filled with these objects.

Resolution

This is the expected SAP Hybris Cloud for Customer 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.

You can find more details about the services offered by the Cloud Service Center on https://www.sap.com/services/application-development.html .

You can contact the Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

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

Preceding Items ; Related Items ; Ticket ; Service ; Customer Support ; Missing , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions