SAP Knowledge Base Article - Public

2786021 - The Field Installation Point External ID is Blank in Ticket.

Symptom

The value of Installation Point External ID is not showing in the Ticket's Product facet.

Environment

SAP Cloud for Customer .

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for LMN (where LMN represent the ticket number) .
  4. Open ticket LMN and go to the Products facet.
  5. Select the product record and go to the details- General Data section below.
  6. You can see the value under field Installation Point External ID is black.
  7. Now, if you click on Installation Point field it open the the Registered Product in which value for Installation Point External ID is available.

Cause

The Installation Point External ID is used to refer Installation Point of Functional Location.For Installation Point of type Registered Product, there is another field name as Registered Product External ID.

Resolution

This field name Registered Product External ID needs to be made visible via adaptation.

  1. Logon in RUI.
  2. Go to the Tickets view.
  3. Click on Open Layout in HTML5.
  4. Go to the Service work center .
  5. Go to the Tickets view .
  6. Click on Adapt->Edit Master Layout .
  7. Search and open ticket name LMN and go to the Products facet.
  8. Under the sub tab General Data, click on Add Fields and select the field Registered Product External ID.
  9. End Layout Changes.

Now, you can see there is value available under Registered Product External ID.

Keywords

Registered Product External ID , Ticket Product facet , KBA , LOD-CRM-SRP , Service Request Processing , LOD-LE-IBA-IPO , Installation Point , Problem

Product

SAP Cloud for Customer add-ins all versions