SAP Knowledge Base Article - Public

2665580 - Serial Id is Missing in the Drop Down Option of Ticket's Item

Symptom

In the Ticket's item, the drop-dowm option of column Serial Id shows message as No items found.

Environment

SAP Hybris Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view and search for ticket XYZ (where XYZ represent the Ticket id) .
  3. Open Ticket XYZ and go to the Service and Repair facet .
  4. Under the Item section, click on Add button and add product Productxyz (where Productxyz represent the product name).
  5. Now in the Item table where product Productxyz is added, click on the column name Serial ID drop-down option.

It shows message as No items found.

Cause

You need to maintain the serial id at the header level of ticket .

Resolution

  1. Go to the Service work center.
  2. Go to Tickets view and open ticket XYZ .
  3. Go to the Overview facet .
  4. Under the Product section, here you need to maintain the Product and related Serial Id PQR (where PQR is the serail id name).
  5. Save the changes.

Now, if you open Service and Repair facet of ticket - you will be able to see the serial id PQR in the drop-down of Serail Id column within ticket-item level.

Keywords

Serial Id missing in Ticket Item, No items found , KBA , serial id in ticket overview , maintain serial id in ticket header , LOD-CRM-SRP , Service Request Processing , LOD-LE-IBA-IPO , Installation Point , Problem

Product

SAP Cloud for Customer 1805 ; SAP Cloud for Customer 1808