SAP Knowledge Base Article - Public

2801836 - The Document Language of a Ticket Cannot be Changed

Symptom

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.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket 123 (123 represents the Ticket ID).
  4. Change the value of the field Document Language.
  5. Select the Save button.

The value does not get saved but is reset to the initial value.

Cause

The Source of the Ticket is an incoming E-Mail.

Resolution

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.

Keywords

Ticket Document Language Change Save Failed Reset Value , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions