SAP Knowledge Base Article - Public

2651304 - Placeholders Withing Ticket Templates Fetch The Wrong Language

Symptom

Placeholders within ticket template fetch the wrong language.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Pre-requisites:

You have already created a template containing placeholders under the Service work center and Templates view and set the language to English.

We will use German as example for log on language.

  1. Log into the German system version.
  2. Go to the Service work center.
  3. Select the Tickets view.
  4. Open a random Ticket.
  5. Select the Interactions facet.
  6. Click the Reply button.
  7. Click the Template hyperlink.
  8. Select the relevant template.

You can see that the placeholders are populated with the German values instead of the English values.

Cause

This is expected system behavior

Resolution

The system is considering the logon user settings. Hence, if the user is logged into the German system version the placeholders are fetching the German values.

Keywords

Template, Placeholder, Language, Ticket. , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions