SAP Knowledge Base Article - Public

2676074 - Follow Up Item From Ticket

Symptom

Creating Follow Up Item Option for Lead, Opportunity,Sales Quote from Ticket is not Seen

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Then to Tickets View
  3. Open any Ticket XYZ, where, XYZ is any Ticket ID
  4. Click on Follow Up button

The option to create Follow Up Items like Lead, Opportunity, Sales Quote is not seen

Cause

The visibility of Follow Up Items is now only based on the appropriate Work Center assignment for the Business User.

Resolution

  1. Go to Administration Work Center
  2. Then select Business Users option General Settings View
  3. Select any Business Users for whom the Follow Up Item needs to be enabled
  4. Click on Edit Access Rights
  5. Assign the Lead, Opportunity, Sales Quote Work Center View for this user
  6. Now on Save

Now when you navigate to Ticket, the Follow Up Items Options for Lead, Opportunity, Sales Quote could be seen

Keywords

Follow Up,Lead, Opportunity, Sales Quote,Ticket,Follow Up button,Work Center assignment , KBA , sales quote , ticket , lead , opportunity , follow up , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions