SAP Knowledge Base Article - Public

2695354 - Ticket Summary Generated In Login Language

Symptom

Ticket Summary Preview is generating summary in the Login language and not in the language the customer is assigned with

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Go to Service Work center
  2. Then to Tickets View
  3. Open ticket XYZ,where, XYZ is any ticket ID
  4. Click on Preview Summary option on the Summary Action button

It is seen that the summary generated in the login language of the user but the customer in the ticket is assigned to different language

Cause

Business Option for generating Summary reports based on Document Language is not selected in the Business Configuration

Resolution

  1. Go to Business Configuration Work Center
  2. Then to Implementation Project View
  3. Click on Edit Project Scope option
  4. Go to Scoping Element Service and navigate to Customer Care
  5. Navigate to Service Request Management Option
  6. Enable the question,"Use Document Language for Ticket Summary Reports?"

Now, the Document Language field would get prioritized over Login Language of the user.This could be set as below:

  1. Go to Service Work center
  2. Then to Tickets View
  3. Open ticket XYZ,where, XYZ is any ticket ID
  4. Navigate to Overview facet, click on Additional Information Section
  5. Document Language field could be set in this section

Based on this Document Language set, the ticket summary would be generated, provided the template variant has been created for the selected language. If this Business Option is descoped, then Login language would taken preference by default.

Keywords

Ticket, Preview Summary, Login Language, Language, Form Template, Use Document Language for Ticket Summary Reports,Document language,Customer , KBA , ticket , use document language for ticket summary , preview summary , customer , language , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions