SAP Knowledge Base Article - Public

2786549 - The Tickets Approval Note is not Saved

Symptom

Even after a save message is trigger, the approval note of ticket is not reflected in note history.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Logon in RUI.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Search and open ticket LMN (where LMN represents the ticket name) .
  5. Go to the Approval facet and click on the Edit button.
  6. Maintain the Approval Note .
  7. In the Approval Process section, click on action approve .
  8. It triggers message as Your Entry is Saved.
  9. On refreshing the screen, you can see added approval note is not available in the Note History section.

Cause

If you want the note to be visible in note history, you need to click on save button not just action approve under the approval process section.

Resolution

The Note History will show the approval note on clicking save button and this is an expected system behavior.

Keywords

Approval Note , Tickets , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP C4C ADDINS 1905 ; SAP Cloud for Customer add-ins 1902