SAP Knowledge Base Article - Public

2738575 - Ticket Created By Field Is Different from First Interaction Creator

Symptom

You have noticed that Ticket 123 (123 represents the Ticket ID) has been created by User ABC (ABC represents the User ID) but at the same time the Ticket Description, or first Interaction, has been created by User DEF (DEF represents the second User ID).

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Search and Open Ticket ID 123.
  4. On the Timeline section, see that the field Created By shows User ABC, but on the Ticket description, system shows User DEF.

Cause

The Ticket Description has been changed by User DEF at a later time.

System always shows the last User to change the Ticket Description on the Interactions. If more detailed information on the changes done is needed, you can use the Changes tab.

Resolution

To show the last User to change the Description on the Interactions is the expected system behavior.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices. 

An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Ticket ; Created ; Date ; Timeline ; Interaction ; Description ; User ; Changes , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions