SAP Knowledge Base Article - Public

2658914 - Priority Urgent Is Missing For 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.

Reproducing the Issue

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

Cause

As per current system design 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.

Resolution

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

Here make sure you have enabled either Opportunities or Sales Quotes or Leads under New Business or  Lead Management sections.

Keywords

Service request, Ticket, Priority , KBA , urgent , immediate , normal , low , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions