SAP Knowledge Base Article - Public

2788375 - The Service Location Does Not Update When Changing The Ship-To Party in a Ticket Which Was Copied From Another Ticket

Symptom

When changing the Ship-To Party of a Ticket, which was created by copying another Ticket, the Service Location is not updated when changing the Ship-To Party.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Actions button.
  5. Choose the option to Copy.
  6. Save the newly created Ticket DEF (DEF represents the Ticket ID).
  7. Switch to the Involved Parties facet.
  8. Select the Edit button.
  9. Highlight the Ship-To Party.
  10. In the details for the Party change the Account.
  11. Select the Save button.
  12. Switch back to the Overview facet.

The Service Location is not updated with the Address of the new Ship-To Party.

Cause

When creating a new Ticket, the Determination of the Service Location is automatically set up to be provided by the Ship-To Party.

Therefore, when changing the Ship-To Party is updated automatically.

When creating a Ticket by copying an existing Ticket, the Determination of the Service Location is automatically set up as being provided by the preceding Document.

Therefore, changing the Ship-To Party will not update the Service Location automatically.

Resolution

In order to have the Service Location update when changing the Ship-To Party, the Party needs to be removed from the Involved Parties completely and then added again.

Afterwards, the Service Location will be updated when changing the Party.

Keywords

Service Location Ticket update change Ship-To ship to party involved parties , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions