SAP Knowledge Base Article - Public

2797974 - How to add an Attachment in the Quick Create of New Ticket

Symptom

There is no attachment field or section in the quick create of new ticket.

Environment

SAP Cloud for Customer .

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Click on the New  button.
  4. In the new ticket screen which opens, there is no attachment field or section available .

Cause

There is no attachment section available in quick create of New Ticket .If you want to add an attachment while creation of new ticket, you need
to switch to Create Ticket in Detail View via configuration.

Resolution

  1. Go to the Administrator work center.
  2. Go to the Service and Social view .
  3. Click on the hyperlink Ticket Configuration.
  4. Here select the option Create Ticket in Detail View.
  5. Save and Close .
  6. Logout and login again into the system.
  7. Now on creation of New ticket, it opens the detail view of new ticket which have an Attachment facet available.

Keywords

Create Ticket in Detail View , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions