SAP Knowledge Base Article - Public

2751146 - An Editing the Notes in the Ticket's Notes Facet is not Possible

Symptom

In the Ticket, it allows only to add new note but not editing of an existing note.

Environment

SAP Cloud for Customer .

Reproducing the Issue

  1. Logon in your system using RUI.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Search for ticket ABC (where ABC represents the ticket id) and open it.
  5. Go to the Notes facet .
  6. Click on the edit icon, which makes the Notes section editable and new note can be added.But already existing notes can not be edited .
  7. Secondly if you click on an Action->Add Internal Note, it open the window for adding new internal note which is blocking the screen.

Cause

The tickets notes facet only allows to add new note, but not editing of existing note.

Resolution

The new note can either be added via edit option making the edit section directly editable or via clicking Add Internal Note which open new window for maintaining new note.

There is no possibility to edit existing note in either way and this is an expected system behavior.

See Also

Refer also help center document :About the What's New Document ->Notable Changes.

Keywords

Ticket , Notes facet , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins 1902