SAP Knowledge Base Article - Public

2780294 - The Value Help of Incident Category Shows Incorrect Data

Symptom

On creating new ticket, the value help of field incident category does not show relevant data.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Click on the hyperlink Service Category.
  4. Search for catalog LMN (where LMN is the catalog id with status release and with latest version).
  5. Open catalog LMN and click on View All button.
  6. Expand the catalog LMN and select PQR (where PQR is process category) under which exist XYZ1(where XYZ1 is incident category name).
  7. There is category XYZ2(where XYZ2 represent another incident category), which is not under the process category PQR.
  8. Go to the Service work center.
  9. Go to the Tickets view and click on the New button.
  10. In the field name service category, maintain the value as PQR.
  11. Now click on the value help of field incident category .

You expect it should only show incident category XYZ1, but is also showing incident category as XYZ2.

Cause

The category XYZ2 is called independent category and always available for incident category regardless how other categories are.If you do not want them to show up then it should be moved under other category type , for example. You can make XYZ2 as process category etc.

Resolution

An independent incident category will be shown in the value help of field incident category while creating new ticket is an expected system behavior.

Keywords

Incident Category , Service Category , Independent category , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions