SAP Knowledge Base Article - Public

2665777 - Sub-Ticket Is Not Appearing in the Document Flow Tab of Ticket

Symptom

A ticket has a sub-ticket related to it and you expect it to appear in the Document Flow tab, but it doesn't appear.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets work center.
  3. Open ticket 123 (123 represents the ticket ID).
  4. Go to the Sub-Tickets tab and see there are sub-tickets.
  5. Go to the Document Flow tab and the sub-tickets are not appearing.

Cause

The Document Flow tab will only show the main ticket, and not the sub-ticket. Tickets which are assigned as sub-ticket will have a separate document flow when you open them individually.

Resolution

This is the system expected behaviour.

If you would like sub-tickets to appear in the Document Flow tab, please post you request in the collaboration forum. There you can request new features for the new releases of the system. Posting there will also allow you to track our progress in this new feature request. https://influence.sap.com/SAPCloudforCustomer

If you need this functionality urgently, you may contact your implementation manager to help with such request, or approach the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

Keywords

Document Flow, Service Ticket, Ticket. , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions