SAP Knowledge Base Article - Public

2860317 - How Document Language determination works in Tickets?

Symptom

You want to know how Document Language is determined in the ticket overview screen

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets view
  3. Open any ticket
  4. Document Language is determined as X in the Overview(X is the Language)

Resolution

Document language is determined automatically during ticket creation in the system. To determine the document language for a ticket, the ticket's customer details are used.

  • If the customer is of type 'Account', then the document language determined will be the language of Contact associated with that account and ticket.
  • If the customer is of type 'Individual Customer', then the document language determined will be the language of the Individual Customer.

See Also

 KBA 2695354 - Ticket Summary Generated In Login Language 

Keywords

Ticket, document langauge, summary, account, contact, individual customer , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions