SAP Knowledge Base Article - Public

2606634 - Priority "Urgent" Is Missing While Creating Tickets

Symptom

 While creating new ticket you notice that priority "Urgent" is missing in the value help and you have only Immediate, Normal and Low priorities available to create tickets.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service Work Center.
  2. Go to the Tickets view.
  3. Press "New".
  4. When you choose Value help for the field Priority, you notice that the value Urgent is missing.

Resolution

As per current system behavior, when "Service" is scoped in the system then either "Opportunity" or "Lead" or "Sales Quote" should also be scoped in the system to enable the "Urgent" priority.

  1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects.
  3. Press Edit Project Scope.
  4. Navigate to Scoping phase.
  5. Choose Sales.

- Enable either "Opportunities" or "Sales Quotes" or "Leads" under New Business or  Lead Management sections.

Keywords

 Priority, Ticket, Urgent, Missing , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions