SAP Knowledge Base Article - Public

2637791 - Product General Data Not Available for Closed or Completed Tickets

Symptom

When opening a Ticket which has been already closed, the Product General Data information will not be available.

Environment

Only valid for SAP Hybris Cloud for Customer 1805 release.

Reproducing the Issue

  1. Go to Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the name of the Ticket) which has the status as Closed or Completed.
  4. Go to the Products facet.
  5. The General Data will not appear.

Cause

This is the current standard behavior for Closed or Completed Tickets, since they were not designed to be modified.

Resolution

We have added a feature change request to our backlog. At the moment we cannot commit to a date, but this should be enhanced in the next releases.

For now the Product List can be used, since this shows the exact same details as the General Tab.

Keywords

Products; Tickets; Closed; Completed; General Data; , KBA , LOD-CRM-SRP-UI , Ticket Related UI , How To

Product

SAP Cloud for Customer 1805