SAP Knowledge Base Article - Public

2773573 - Renaming Standard Priority Fields Of Ticket

Symptom

Business Requirement demands Different Priorties to be defined.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Then to Tickets View
  3. Open Ticket XYZ, where, XYZ is any ticket ID
  4. On Ticket Header, Priority field defines only standard values - Immediate, Urgent, Normal and Low.

There is no option to rename these fields not even in Business Configuration activities.

Cause

Priority Field do not support Fine-Tuning custom codes. But we can use Language Adaptation to rename this.

Resolution

  1. Go to Administrator Work Center
  2. Then to General Settings View
  3. Select Language Adaptation Screen
  4. Create new record for "Ticket" Business Object , and open the same
  5. Under Text Pool Selection, click on "Collect Texts" for Service Work Center
  6. Go to Code Text Fields facet
  7. Under the Source Text column, filter for the required Priority value Immediate, Urgent, Normal or Low.
  8. This should filter for record with Code Data Type  as  APC_V_PRIORITY_CODE and Code Implementation as Business Configuration Object
  9. Enter the Target Text as per the Business Requirement and save.

Now, when you go to ticket, the updated values are seen.

Keywords

Language Adaptation, Ticket , priority , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions