SAP Knowledge Base Article - Public

2718470 - Wrong Description of Service Categories in Report Charts

Symptom

You have built a report using the data source Ticket (ID: CRMSRQHB) and you have created a view with a chart. In the rows, you have added a category field, such as Service Category, Incident Category, Cause Category, Object Category etc. The value descriptions in the chart show the wrong category in some cases, for example, it may show a category description from a former service catalog version.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Analysis work center, view Reports.
  2. Select the report based on the data source Ticket.
  3. Open the view which has a chart.
  4. Let us assume you have added the Incident Category field to the rows. The value descriptions are wrong in some cases.
  5. Change the view to a table display. Now the descriptions are correct.

Cause

The service categories are a broad functionality and they have a parent/child relationship like this:

Service Category Catalog

> Service Category ID

> Incident Category

> Cause Category ID

> Resolution Category ID

> Object Category ID

Each service category catalogue can have the same service category IDs, descriptions and also the underlying child relations.

To display the correct values, a certain setup in the report view and selection is required. For more information, please check here.

Resolution

You would need to include the parent nodes of the required value in the report view, and set the variables for them in the selection. For example, if you require the Cause Category, please include the fields Service Category Catalog, Service Category and Incident Category (in that order) in your report view and the selection. Please make sure you set variables in these selection parameters.

A chart display is usually not feasible for such a view layout and we would recommend to use the table instead.

See Also

2693915 - Reporting on Ticket, Service Categories and Service Catalogues

Keywords

report, business analytics, report chart, axis description, show value, service category, categories, catalog, catalogue, incident, cause, object , KBA , LOD-CRM-SRP , Service Request Processing , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem

Product

SAP C4C CORE all versions