SAP Knowledge Base Article - Public

2696554 - The Ticke Description Field is Always Editable

Symptom

Any Agent can edit the content of the Description field within a Ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Using Fiori UI go to the Service workcenter.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the subject of the Ticket).
  4. Check the content of the Description field.
  5. Click on Edit.
  6. Delete the information from the Description field.
  7. Save it.

Cause

The behavior is correct. The Description field can be changed anytime. Any content entered previously can be changed and replaced with new content.

Resolution

The field can be set as read only via adaption mode.

Keywords

Ticket; Description; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions