2642867 - When Creating a New Ticket, the Quick Create Screen Does Not Appear

SAP Knowledge Base Article - Public

2642867 - When Creating a New Ticket, the Quick Create Screen Does Not Appear

Symptom

When creating a new ticket, you expect the Quick Create screen to pop-up, but instead, the ticket agent workspace opens.

Environment

SAP Hybris Cloud for Customer.

Reproducing the Issue

  1. Log on HTML5 UI.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Click in New.
  5. New ticket opens in full screen.

Cause

The Quick Create screen is not appearing because Create ticket in detail view configuration is active.

Resolution

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Click in Ticket Configuration.
  4. Uncheck the "Create tickets in detail view" box.
  5. Log off and log on again to activate the change for your user.

Keywords

Ticket ; C4C ; Quick Create ; , KBA , ticket , c4c , quick create , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer all versions