Any Agent can edit the content of the Description field within a Ticket.
SAP Cloud for Customer
Reproducing the Issue
Using Fiori UI go to the Service workcenter.
- Select the Tickets view.
- Open the Ticket ABC (ABC represents the subject of the Ticket).
- Check the content of the Description field.
- Click on Edit.
- Delete the information from the Description field.
- Save it.
The behavior is correct. The Description field can be changed anytime. Any content entered previously can be changed and replaced with new content.
The field can be set as read only via adaption mode.
Ticket; Description; , KBA , LOD-CRM-SRP , Service Request Processing , How To