When you are changing the Document Language within a Ticket and save the changes, the value of the field gets reset to the initial value.
SAP Cloud for Customer - Service
Reproducing the Issue
Go to the Service work center.
Select the Tickets view.
Open Ticket 123 (123 represents the Ticket ID).
Change the value of the field Document Language.
Select the Save button.
The value does not get saved but is reset to the initial value.
The Source of the Ticket is an incoming E-Mail.
This is the expected system behaviour.
The only use case where the Document Language can be changed is in Unassociated E-Mails.
Otherwise once the Ticket is automatically created and saved from an incoming E-Mail, this cannot be changed.
Ticket Document Language Change Save Failed Reset Value , KBA , LOD-CRM-SRP , Service Request Processing , Problem